IT User Support Specialist

Top-Us; New York (NY); Hybrid; USD 70,000 - 76,000; Full time

Job summary

Top-Us in New York, NY is seeking an IT User Support Specialist to deliver frontline technical assistance and keep end users productive. The role focuses on Windows OS, Office 365, and hardware/software troubleshooting, with hybrid work and a 9am–5pm schedule.

The position requires 2+ years in IT support, strong customer service, and effective use of ticketing systems. You will assist users, document resolutions, and help improve support processes to boost satisfaction.

Qualifications

• Bachelor's degree or equivalent in IT, CS, or related field.
• 2+ years in IT Help Desk, Desktop Support, or User Support.
• Strong knowledge of Windows OS, Office 365, and hardware/software troubleshooting.
• Experience installing, configuring, and maintaining computer hardware/software.
• Familiar with ticketing systems and IT support documentation.

Responsibilities

• Serve as the first point of contact for end users via phone, email, or in person.
• Troubleshoot and resolve hardware, software, and basic network issues remotely or onsite.
• Install, configure, maintain, and repair PCs, peripherals, and software.

Skills

Windows OS

Office 365

Troubleshooting

Ticketing

Remote support

Education

Bachelor's degree or equivalent (IT/CS)

Tools

PC hardware

Job description

Job Details

IT User Support Specialist - New York, NY

Position: IT User Support Specialist

Industry: Trading

Location: New York, NY

Salary: 70-76k

Status: Full time/Direct Hire

Work Style: Hybrid

Working Hour: 9am -5pm

Ref #: 33388

Responsibilities

• Serve as the first point of contact for end users seeking IT support via phone, email, or in person.


• Troubleshoot and resolve hardware, software, and basic network issues through remote and onsite support.


• Install, configure, maintain, and repair PCs, peripherals, and software applications.


• Escalate unresolved technical issues to higher-level support teams when necessary.


• Record, track, and update incidents and resolutions using the ticketing system.


• Manage user accounts, password resets, and access requests.


• Reimage and deploy computers, replace defective hardware, and perform routine system maintenance.


• Provide end-user training and guidance on hardware, software, and IT best practices.


• Prepare and maintain technical documentation, user guides, and FAQ materials.


• Identify opportunities to improve IT support processes and enhance customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience in Information Technology, Computer Science, or a related field.


• 2+ years of experience in IT Help Desk, Desktop Support, or User Support.


• Strong knowledge of Windows operating systems, Microsoft Office 365, and PC hardware/software troubleshooting.


• Experience installing, configuring, and maintaining computer hardware and software.


• Familiarity with ticketing systems and IT support documentation.

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