Help Desk Specialist

Summit Staffing Partners; New York (NY); Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

401K match

Annual bonus

Comprehensive benefits

Job summary

Global Professional Services Firm seeks a Help Desk Specialist to support employees remotely, handling technical issues and guiding users to quick, effective solutions.

You will manage a broad set of devices and applications, maintain accurate ticket records, and escalate when necessary. A focus on clear communication, documentation, and customer service is essential for success in this fast-paced environment.

Qualifications

• Minimum 2 years in help desk, desktop support, or equivalent employee-facing IT role.
• Strong customer service mindset and professional communication.
• Experience managing support queues, SLAs, and high-volume requests.
• Experience with Windows/Mac, Microsoft 365, mobile devices, peripherals.

Responsibilities

• Troubleshoot issues via phone and remote support; log steps and outcomes.
• Support wide range of workplace tech and devices.
• Own requests from first contact to resolution; coordinate with teammates as needed.
• Follow security procedures for identities and access-related issues.
• Create and update troubleshooting guides and knowledge resources.
• Identify recurring problems and suggest process improvements.
• Contribute to IT projects and departmental priorities.

Skills

Customer service

Ticketing system

Windows & Mac

Microsoft 365

VPN & MFA

Remote support

Documentation

Communication

Problem solving

Education

Bachelor's degree in CS/IT

Tools

Ticketing system

Remote access tools

Virtual desktop

Document management

Job description

Help Desk Specialist - 100% Remote / Work from Home

Global Professional Services Firm - Based in Midtown, Manhattan, NYC

Full Time, Permanent Position

Overview

Our client, a top-tier global professional services firm, is seeking a Help Desk Specialist to support employees across its firm.

This opportunity is well suited to a service-oriented IT professional who enjoys solving technical problems, communicating with users, and keeping support requests moving in a busy environment. You will help employees navigate everyday technology issues while providing the responsive, polished service expected within a professional services organization.

The role comes with a full / comprehensive suite of benefits, strong 401K match, annual bonus and many other perks!

Core Responsibilities

• Troubleshoot employee technology issues through telephone and remote support, helping users return to work as quickly as possible.
• Support a broad range of workplace technologies, including computers, business applications, mobile devices, printers, connectivity tools, and office telephone systems.
• Take ownership of support requests from initial contact through resolution, maintaining clear records of troubleshooting steps, outcomes, and next actions.
• Assess the urgency and nature of incoming issues, resolve those within your scope, and coordinate with other IT specialists when additional expertise is needed.
• Keep employees informed about outstanding requests and follow up to confirm that solutions address their needs.
• Follow established security procedures when verifying identities, validating requests, and assisting with access-related issues.
• Create and update troubleshooting guides, support documentation, and knowledge resources for employees and fellow team members.
• Identify recurring problems and share observations that can improve support practices and the employee experience.
• Assist with technology projects and other departmental priorities as needed.

What You Bring

• At least two years of experience in help desk, desktop support, or a comparable employee-facing IT role.
• A strong customer service mindset, with the professionalism and patience to assist employees at every level of an organization.
• Experience managing support queues, response expectations, service-level commitments, and the demands of a high-volume support operation.
• Practical troubleshooting experience with Windows and Mac computers, Microsoft 365, mobile operating systems, and common workplace peripherals.
• Familiarity with enterprise user accounts, directory services, remote access, VPN connections, multifactor authentication, and virtual desktop environments.
• Experience using a ticketing platform to document incidents, manage service requests, and track issues through completion.
• The ability to explain technical information clearly, prioritize competing requests, and exercise sound judgment when determining whether to elevate an issue.
• Strong written communication, attention to detail, and consistent follow-through.

Additional Experience

• Supporting employees within a professional services firm or another environment with high service expectations.
• Working with document management platforms and specialized applications used for document production, comparison, timekeeping, research, or records management.
• Exposure to endpoint management, software deployment, mobile device administration, enterprise telephony, and remote troubleshooting platforms.
• Familiarity with ITIL practices or relevant technical and service desk certifications.
• Experience supporting legal applications is a plus, but not required.
• Bachelor's degree in computer science, Information Technology, or a related discipline --Equivalent practical experience will also be considered.