Junior IT Help Desk Technician — VDI & End‑User Support

Fortune Society; New York (NY); On-site; USD 45,000 - 50,000; Full time

Job summary

The Fortune Society is seeking a Help Desk Support Technician I to be the primary point of contact for IT inquiries, ensuring rapid resolution and documenting actions for end users. The role supports computer systems, VDI, and a range of hardware and software assets across multiple sites.

Responsibilities include triage, basic troubleshooting, account management, and escalation to senior staff as needed, with travel to organizational sites as required.

Qualifications

• High school diploma or equivalent; Associate’s degree in Information Technology preferred.
• CompTIA A+ certification preferred.
• Basic knowledge of computer hardware, Windows/macOS, and Microsoft Office applications.

Responsibilities

• Front-line user support: act as the initial contact for technical issues via ticketing system; triage and manage requests.
• Tier 1 troubleshooting and resolution for hardware, software, OS, and login issues; provide remote and hands-on support as needed.
• VDI support: handle first-level issues for the organization’s Virtual Desktop Infrastructure; address connectivity and VM access problems.
• User account and access management: reset passwords, unlock accounts, provisioning access per security protocols.
• Document all incidents with issue details, steps taken, final resolution, and follow-up actions in the ticketing system.
• Escalate complex issues to senior staff with proper documentation for a seamless handoff.
• Assist with setup, configuration, and deployment of new workstations and peripherals; ensure devices are operational.
• Perform other duties as assigned.

Skills

Windows/macOS knowledge

Microsoft Office

VDI familiarity

Communication skills

Time management

Education

High school diploma or equivalent; Associate’s degree in IT preferred

Tools

VDI platforms

Job description

The Fortune Society is seeking a Help Desk Support Technician I to be the primary point of contact for IT inquiries, ensuring rapid resolution and documenting actions for end users. The role supports computer systems, VDI, and a range of hardware and software assets across multiple sites.

Responsibilities include triage, basic troubleshooting, account management, and escalation to senior staff as needed, with travel to organizational sites as required.