Service Desk Associate

Oliver James Associates Ltd.; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Oliver James Associates Ltd. is seeking a Service Desk Associate to join our on-site technology team in New York, NY.

This role focuses on providing hands-on IT support for employees, including executives, across Windows devices and Microsoft 365, with strong communication and ownership of issues. You will manage accounts with Active Directory, assist with onboarding/offboarding, and participate in broader IT initiatives.

Qualifications

• Approximately 2-4 years of experience in Service Desk, Helpdesk, Desktop Support or similar

Responsibilities

• Provide hands-on technical support via desk-side, phone, email and remote channels.
• Troubleshoot Windows devices, Microsoft 365 apps, hardware and peripherals.
• Deliver high-level service to employees at all levels, including executives.
• Own issues from initial request to resolution or escalation.
• Manage user accounts and access using Active Directory.
• Assist with onboarding and offboarding activities.
• Support device configuration and endpoint management.
• Prepare tech for meetings and presentations.

Skills

Customer service

Communication

Troubleshooting

End-user support

Tools

Active Directory

Microsoft 365

Microsoft Intune

Endpoint management

Job description

Service Desk Associate

Location: New York, NYWork Environment: Primarily On-SiteExperience: 2-4 Years

The Opportunity

We are seeking a personable and service-driven Service Desk Associate to join a collaborative technology team supporting a fast-paced professional environment. This position is ideal for someone who enjoys working directly with people and understands that great IT support goes beyond resolving technical issues. You'll be a trusted point of contact for employees across the organization, including senior executives, and will be expected to deliver responsive, thoughtful and professional support. The right person will combine a solid technical foundation with excellent communication skills, sound judgment and a strong sense of ownership. You'll also have opportunities to work alongside other technology professionals on broader IT initiatives, deployments and improvements.

What You'll Do

• Provide hands-on technical support to employees through desk-side, phone, email and remote channels.
• Troubleshoot Windows devices, Microsoft 365 applications, hardware, peripherals and common end-user technology issues.
• Deliver a high level of service to employees at all levels, including senior leadership.
• Take ownership of technical issues from initial request through resolution or appropriate escalation.
• Manage user accounts, permissions and access using Active Directory and related tools.
• Assist with employee onboarding and offboarding, including account creation, application access, laptop setup and equipment deployment.
• Support endpoint and mobile-device administration and assist with device configuration.
• Prepare and troubleshoot technology for meetings, conference rooms and executive presentations.
• Maintain accurate records of support requests, resolutions, equipment and technology assets.
• Partner with other members of the technology team when issues require additional engineering or subject-matter expertise.
• Participate in technology projects such as hardware rollouts, software migrations, system upgrades and implementation of new services.
• Provide support for urgent technology needs outside normal business hours when required.

What We're Looking For

• Approximately 2-4 years of experience in Service Desk, Helpdesk, Desktop Support, IT Support or a similar end-user technology role.
• Excellent verbal and written communication skills.
• A polished, professional and customer-service-oriented approach.
• Experience providing high-touch, personalized technology support in an office environment.
• Comfortable interacting directly with executives and other senior professionals.
• Strong troubleshooting and problem-solving skills with a willingness to take ownership of issues.
• Experience supporting Windows 11 and the Microsoft 365 suite, including Outlook, Teams, Word, Excel and PowerPoint.
• Working knowledge of Active Directory and user-account administration.
• Familiarity with Microsoft Intune, endpoint management or similar device-management technology.
• Experience troubleshooting laptops, monitors, peripherals and other workplace technology.
• Ability to prioritize multiple requests while remaining composed in a fast-moving environment.
• Comfortable working primarily on-site and providing occasional after-hours support when business needs require it.

Preferred Background

Candidates who have supported users within a high-touch professional environment will be particularly well suited for this opportunity. Experience within private equity, investment management, asset management, financial services, professional services, consulting, legal services or another executive-driven environment is beneficial, but not required.

Additional exposure to any of the following would be helpful:

• Microsoft Exchange Online
• Mobile Device Management (MDM)
• Cisco IP telephony
• Conference-room and audiovisual technology
• IT asset management
• Microsoft Copilot, ChatGPT, Claude or other generative AI tools
• CompTIA A+, Microsoft, ITIL or similar IT certifications

Who Will Succeed Here

This role is best suited to someone who genuinely enjoys helping people. You should be able to recognize when a seemingly small technology problem is a significant issue for the person experiencing it and respond accordingly.

We're looking for someone who is approachable, dependable and composed, communicates clearly with both technical and non-technical users, and takes responsibility for finding solutions rather than simply moving tickets through a queue.

If you're looking for an opportunity where you can build relationships with users, broaden your technical experience and contribute beyond traditional Service Desk responsibilities, this could be an excellent next step.