IT Service Desk I — Remote Support & Growth Path

R3 LLC

New York (NY)

On-site

USD 52,000 - 68,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Flexible time off

Remote work opportunities

Job summary

R3 LLC is seeking an IT Service Desk I/Help Desk I to act as the initial contact for technical support, resolving issues across Windows, macOS, iOS, Android, and Microsoft 365 platforms. The role combines strong customer service with foundational technical skills to support client operations and meet service-level commitments.

The position is growth-oriented with opportunities to advance within client environments; U.S.

Qualifications

3+ years in IT call center or service desk environments.
Experience supporting Windows/M365/Office 365, iOS/Android devices, SharePoint & Exchange Online.
1+ year with macOS and remote-access/VPN technologies.
Experience with MDM tools such as JAMF, Apple Business Manager, Workspace ONE, or Intune.
Foundational networking knowledge (TCP/IP, DHCP, DNS).

Responsibilities

Serve as the first point of contact for technical support requests.
Provide support via phone, chat, ticketing systems, remote desktop, and on-site visits as needed.
Troubleshoot laptops, desktops, Macs, printers, mobile devices, peripherals, and common business apps.
Support Windows, macOS, iOS, and Android environments.
Assist with Microsoft 365 products including SharePoint and Exchange Online.
Manage Active Directory user and account administration.
Troubleshoot VPN and remote-access technologies (Cisco AnyConnect, RSA SecurID).
Maintain and update support tickets and knowledge-base documentation.
Meet service-level and quality standards; escalate complex issues as needed.
Communicate clearly with technical and non-technical users, including executives.