Information Technology Support Engineer

Gotham Technology Group; New York (NY); On-site; USD 75,000 - 105,000; Full time

Job summary

Gotham Technology Group in New York, NY seeks an IT Support Engineer to own end-user support during evening hours in a 2-3 year on-site contract. You will manage a live queue, document work, and ensure meeting spaces and equipment are prepared for the next business day.

You will contribute to IT infrastructure projects, handle onboarding/offboarding, and maintain accurate asset records while supporting executives with discretion in a fast-paced financial services environment.

Qualifications

• Hands-on desktop and end-user support in a corporate setting.
• Experience with Windows 10/11, M365, and AD.
• Experience provisioning/deprovisioning of accounts.
• Familiar with ITSM ticketing, preferably ServiceNow.
• Strong communication and discretion in regulated environments.

Responsibilities

• Serve as evening shift point of contact for IT support across desktop, mobile, and peripherals.
• Log and track tickets in ServiceNow with complete resolution notes.
• Triage issues and escalate when needed to senior or infra teams.
• Provide remote support to off-site staff using approved tools.

Skills

Windows 10/11

Microsoft 365

Active Directory

ServiceNow

Remote access tools

Info security basics

Onboarding/offboarding

Communication

Discretion

Tools

ServiceNow

Remote Desktop Protocol

Job description

Location: New York, NY (Midtown Manhattan) — 100% on-site across two firm locations

Duration: 2-3 Year Contract

Schedule: Monday–Friday, 3:00 PM – 12:00 AM ET

On-Call: Weekend on-call rotation, approximately once every 8 weeks

Role Summary

A leading global asset management firm is seeking an IT Support Engineer to own end-user technology support during evening operating hours across its New York offices. As the primary on-site IT presence from mid-afternoon through midnight, this individual operates with a high degree of autonomy, resolving user requests and incidents independently, keeping service records accurate, and ensuring meeting spaces, equipment, and inventory are ready for the next business day. Beyond day-to-day support, the role contributes meaningfully to IT infrastructure projects and cross-team initiatives, requiring someone who can juggle a live support queue alongside project deliverables without letting either slip. This is a hands-on, in-office role well suited to someone who takes ownership, works methodically without direct supervision, and understands that responsiveness and discretion matter in a fast-paced investment environment.

Key Responsibilities

• Serve as the primary point of contact for all incoming IT support requests during the evening shift, across desktop, mobile, and peripheral hardware
• Log, track, and update all tickets in ServiceNow, maintaining accurate status, categorization, and resolution notes throughout each ticket's lifecycle
• Triage and resolve issues independently where possible and follow the defined escalation path for issues requiring senior or infrastructure support
• Provide remote support to staff working off-site using the firm's approved remote-access and remote-support tools (e.g., Remote Desktop, remote assistance/screen-sharing utilities)

Identity & Access (Onboarding & Offboarding)

• Provision new-user access and equipment for onboarding, and complete timely, accurate deactivation of accounts and access for departing staff, including time-sensitive terminations that occur outside business hours
• Follow the firm's defined access-control and joiner/mover/leaver process, documenting each action for audit and confirming completion before end of shift
• Image, configure, and deploy end-user machines using the firm's standard toolset
• Prepare and stage hardware for new hires, replacements, and refresh cycles

Office Moves & Physical Support

• Own the IT execution of desk and equipment moves across firm office locations, including disconnect, relocation, reconnect, and validation
• Verify connectivity and desk-level setup post-move and confirm the user is fully operational

Inventory & Asset Management

• Maintain accurate, up-to-date records of IT inventory and assets, including check-in/check-out and location tracking
• Flag issues, low stock, and end-of-life equipment to leadership proactively

Conference Rooms & Shared Spaces

• Perform daily checks of all conference rooms: verifying AV, video conferencing (Zoom/Teams Rooms), displays, and connectivity are fully functional and ready for use
• Troubleshoot and resolve AV and room-technology issues; elevate hardware faults as needed
• Keep IT equipment areas, storage, and shared spaces organized, cabled, and presentable

Autonomy & Ownership

• Operate the evening shift independently with minimal supervision, exercising sound judgment on prioritization and escalation
• Complete a structured end-of-shift handoff summarizing completed work, open items, outstanding tickets, and highlighting anything requiring day-shift follow-up

Project & Infrastructure Support

• Contribute to IT infrastructure projects and cross-team initiatives such as imaging and device-refresh rollouts, migrations, and office moves
• Balance project deliverables against the live support queue, scheduling project work into lower-volume windows and escalating when support demand puts project commitments at risk

Required Qualifications

• Proven experience providing hands-on desktop and end-user support in a corporate environment
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and standard end-user hardware/peripherals
• Experience using an ITSM/ticketing platform (ServiceNow strongly preferred) to document and manage work
• Experience with remote-access and remote-support tools (e.g., Remote Desktop Protocol, remote assistance/screen-sharing utilities) to troubleshoot off-site users
• Solid understanding of information-security best practices: least-privilege access, credential handling, phishing awareness, and adherence to access-control and change-management processes appropriate to a regulated financial-services environment
• Experience with user provisioning and deprovisioning (onboarding and offboarding), including timely and accurate account and access deactivation
• Strong troubleshooting ability and comfort resolving issues independently
• Excellent communication skills and a professional, service-oriented manner when supporting staff, including senior executives
• Reliability and discretion appropriate to a regulated financial-services environment

Preferred Qualifications

• Experience with Intune, Autopilot, and modern device provisioning
• Familiarity with endpoint management/telemetry tooling
• Experience supporting conference room AV, Zoom, and Microsoft Teams Rooms
• Prior experience in financial services or another regulated industry