Global IT Desk Support | Frontline Tech & End-User Champion

Garrison Associates LLC; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Garrison Associates LLC seeks an IT Desktop Support / Service Desk Analyst for an in-office NYC role. You will provide Tier 1/2 technical support to local and global users, manage incidents in the ticketing system, and collaborate with IT teams on SLA-driven tasks.

The ideal candidate brings 3+ years in support, experience with Windows/Mac environments, and familiarity with Microsoft 365, Active Directory, and ITSM processes. Hybrid/remote is not offered for this position.

Qualifications

• 3+ years in a technical support or helpdesk role.
• Experience with Windows and Mac OS X environments.
• Familiarity with Microsoft 365 and basic networking.

Responsibilities

• Serve as first contact for end-user IT support via phone, email, and ticketing systems.
• Troubleshoot Windows 10/11, Mac OS X, M365 and common enterprise apps.
• Provide OS/support for enterprise apps and basic server OS issues.
• Support desktops, laptops, mobiles, printers and peripherals.
• Handle user account tasks (Active Directory, Exchange, Azure AD).
• Use remote tools (SCCM, Intune, Patch My PC) to resolve issues.
• Escalate complex issues to Level 3 teams.
• Document incidents, resolutions, and update the knowledge base.
• Assist with hardware setups, installations and imaging.
• Maintain accurate IT asset records and policy compliance.
• Support Mac & Windows device deployment and lifecycle management.
• Ensure security compliance per policy and best practices.
• Administer Apple Business Essentials to manage devices.
• Follow ITSM and HAM processes.
• Collaborate with Global EUC, Infra Eng and App Support teams.
• Participate in incident response, disaster recovery, and testing.

Skills

Strong communication

Customer service

Multitasking

Windows/Mac OS support

IT incident handling

Education

Degree in IT

IT apprenticeship

Relevant work experience

Certifications (e.g., CompTIA A+, ITIL)

Tools

Intune

Patch My PC

Altiris SMA

SCCM

Apple Business Essentials

Active Directory

Job description

Garrison Associates LLC seeks an IT Desktop Support / Service Desk Analyst for an in-office NYC role. You will provide Tier 1/2 technical support to local and global users, manage incidents in the ticketing system, and collaborate with IT teams on SLA-driven tasks.

The ideal candidate brings 3+ years in support, experience with Windows/Mac environments, and familiarity with Microsoft 365, Active Directory, and ITSM processes. Hybrid/remote is not offered for this position.