Help Desk Technician (Tier 1/2) - NYC On-Call Support

ICL; New York (NY); On-site; USD 52,000 - 65,000; Full time

Job summary

ICL is seeking a Help Desk Technician to join a team delivering IT support across NYC locations. The role covers helpdesk tiers, equipment provisioning, asset management, and policy adherence, with after-hours rotation.

Ideal candidates will have experience with Windows/Office, basic hardware/software troubleshooting, and strong communication skills to provide excellent customer service.

Qualifications

• Provide exceptional customer service.
• Using Microsoft Windows and Office.
• Performing basic hardware and software installation and troubleshooting.
• Collaborating with a team.
• Utilizing strong written and verbal communications.

Responsibilities

• Provide tier 1 and 2 helpdesk support by phone, online and in-person.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Perform Active Directory tasks.
• Assist with IT policies and procedures.
• Participate in after-hours call rotation.
• Gather requirements from users and deliver excellent service.
• Keep the work area organized and clean.
• Stay current with technology trends and develop skills.
• Handle tasks and projects assigned by supervisor.

Skills

Customer service

Team collaboration

Communication

Windows OS

Hardware & software troubleshooting

Microsoft Office

Education

CompTIA A+ / Network+ certification

Technical training / coursework

Job description

ICL is seeking a Help Desk Technician to join a team delivering IT support across NYC locations. The role covers helpdesk tiers, equipment provisioning, asset management, and policy adherence, with after-hours rotation.

Ideal candidates will have experience with Windows/Office, basic hardware/software troubleshooting, and strong communication skills to provide excellent customer service.