On-Site IT Help Desk Specialist — Brooklyn

KITH; New York (NY); On-site; USD 65,000 - 70,000; Full time

Job summary

Kith is seeking an IT Help Desk Support Specialist to be the primary point of contact for technical support across NY offices, stores, and warehouse. This tier-1/2 role focuses on end-user hardware, software, and device support, collaborating with the systems administration team.

Responsibilities include logging and triaging tickets, providing remote and on-site troubleshooting, deploying hardware, and supporting Microsoft 365 and Google Workspace.

Qualifications

• 2-3 years of help desk or desktop support experience.
• Proficient with Harmony ticketing system and SLA processes.
• Experience with Windows 10/11 and macOS.
• Experience with Microsoft 365 and Google Workspace.
• Experience with end-user hardware deployment and peripherals.

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system, providing support for hardware and software issues.
• Log, manage, and document all requests in Harmony (ticketing system); triage and elevate complex or infrastructure-level problems to the systems administration team.
• Provide in-person and remote troubleshooting for workstations, laptops, mobile devices, and POS systems.
• Set up, deploy, replace, and upgrade end-user hardware including workstations, monitors, peripherals, printers, and POS terminals.
• Manage and support end-user devices and mobile endpoints using ManageEngine and Iru MDM platforms.
• Support end-user issues within Microsoft 365 and/or Google Workspace (email, file storage, collaboration tools).
• Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access requests.
• Diagnose issues and determine the best resolution path based on symptoms and user-provided details.
• Communicate with vendors and their support desks as needed.
• Maintain accurate documentation of common issues, resolutions, and IT asset records.
• Take part in IT and cross-functional projects as assigned.
• Perform other duties as assigned.

Tools

Harmony ticketing

ScreenConnect

ManageEngine

Iru MDM

Microsoft 365

Google Workspace

Job description

Kith is seeking an IT Help Desk Support Specialist to be the primary point of contact for technical support across NY offices, stores, and warehouse. This tier-1/2 role focuses on end-user hardware, software, and device support, collaborating with the systems administration team.

Responsibilities include logging and triaging tickets, providing remote and on-site troubleshooting, deploying hardware, and supporting Microsoft 365 and Google Workspace.