Information Technology Support Analyst

Ikon Search; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Ikon Search seeks a Hands-on Helpdesk Analyst to manage intake via calls, emails, and tickets, providing prompt, courteous support for Windows and Microsoft 365 environments.

You will document ServiceNow tickets through resolution, assist with hardware and software issues, and support remote access tools, meetings, and AI-assisted improvements. On-site Midtown Manhattan familiarity preferred.

Qualifications

• Strong customer service skills and professional IT support experience.
• Experience handling IT helpdesk requests via calls, emails, or tickets.
• Experience with Microsoft 365 apps (Outlook, Teams, SharePoint).
• Experience with Zoom and Microsoft Teams for conferencing.
• Familiarity with AI apps like Copilot or similar tools is a plus.
• Bachelor’s degree preferred; equivalent experience will be considered.

Responsibilities

• Serve as the primary Helpdesk intake across calls, emails, and tickets.
• Handle 10–20 Helpdesk requests per day with prompt, courteous support.
• Document and track ServiceNow tickets through resolution with accurate notes
• Provide first-level support for hardware, software, connectivity, and tools
• Install, troubleshoot, and maintain desktops, laptops, printers, and peripherals
• Support remote access tools (Citrix, VPN) and Microsoft 365 environment
• Set up and support in-person/virtual meetings (Zoom, Teams, conference rooms)
• Use AI tools to improve support, docs, and knowledge sharing
• Identify AI/automation improvements to reduce repetitive work
• Create and update how-to guides and training materials
• Assist IT projects and document process improvements
• Coordinate with senior IT staff, vendors, and external Helpdesk partners

Skills

Customer service

IT support

Windows support

Microsoft 365

Zoom support

Teams support

AI tools

ServiceNow

AI tools familiarity

Education

Bachelor’s degree

Tools

ServiceNow

Microsoft 365

Active Directory

Intune

Power BI

SharePoint

EndPoint Configuration Manager

Job description

• Serve as the primary Helpdesk point of intake, answering IT support calls, emails, ServiceNow tickets, and other requests, and ensuring each one is resolved directly or escalated appropriately


• Handle approximately 10–20 Helpdesk requests per day with prompt, professional, and courteous support


• Document, update, and track ServiceNow tickets from intake through resolution, with accurate notes and timely follow-up


• Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications


• Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems


• Support remote access tools, including Citrix and VPN, as well as the Microsoft 365 environment


• Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology


• Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing


• Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience


• Create and update how-to guides, training materials, videos, and user communications that help users adopt new tools and workflows


• Assist with IT projects, technology rollouts, process improvements, and documentation efforts


• Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed

Qualifications:

• Strong customer service skills required; prior IT Helpdesk, desktop support, or end-user support experience, or at least 1 year of professional IT support experience, preferred


• Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, and SharePoint


• Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred


• Experience with iManage, Microsoft Intune, Power BI, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus


• Experience in a legal, professional services, or similar business environment preferred


• Familiarity with AI applications (such as Microsoft Copilot, Harvey AI, and Claude), or a strong willingness to learn them


• AI-first mindset, with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes


• Sound judgment to resolve issues directly or elevate appropriately in a high-volume Helpdesk environment


• Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution


• Self-motivated and dependable, able to work independently while contributing to a collaborative IT team


• Ability to work on-site, in person, five days per week in the Midtown Manhattan office


• Flexibility to work morning or afternoon shifts, overtime as needed, and an after-hours on-call rotation (approximately one week per month)


• Bachelor’s degree preferred; equivalent experience will be considered