Service Desk Associate

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

Job summary

Oliver James seeks a Service Desk Associate to support a fast-paced, executive-driven environment in New York, NY. You’ll provide hands-on IT support desk-side, via phone, email and remote channels, handling Windows 11, Microsoft 365, and device-management tasks with care.

You will own issues end-to-end, assist with onboarding, and collaborate with a broader technology team on deployments and improvements. On-site focus with occasional after-hours support.

Qualifications

• 2-4 years of experience in Service Desk, Helpdesk or similar role.
• Excellent verbal and written communication skills.
• Professional, customer-service oriented approach.
• Experience providing high-touch IT support in an office environment.
• Comfortable interacting with executives and senior professionals.
• Strong troubleshooting skills and ownership mindset.
• Experience supporting Windows 11 and Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• Knowledge of Active Directory and user-account administration.
• Familiarity with Intune or endpoint management.
• Experience troubleshooting laptops, monitors and peripherals.
• Ability to prioritize multiple requests in a fast-moving environment.
• On-site focus with occasional after-hours support.

Responsibilities

• Provide hands-on technical support to employees via desk-side, phone, email and remote channels.
• Troubleshoot Windows devices, Microsoft 365 apps, hardware and peripherals.
• Deliver high level of service to staff including executives.
• Own issues from initial request to resolution or escalation.
• Manage user accounts and access using Active Directory.
• Assist with onboarding and offboarding, including device setup.
• Support endpoint and mobile-device administration.
• Prepare and troubleshoot technology for meetings and executive presentations.
• Maintain records of support requests and assets.
• Collaborate with technology team on projects and improvements.
• Provide after-hours support when required.

Skills

Excellent communication

Customer service oriented

Executive interaction

Troubleshooting

Windows 11

Microsoft 365

Active Directory

Intune / device-management

On-site support

Prioritization

Tools

Intune

MDM

Office 365 admin

Job description

Location: New York, NY
Work Environment: Primarily On-Site
Experience: 2-4 Years

The Opportunity

Service Desk Associate

Location: New York, NY
Work Environment: Primarily On-Site
Experience: 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.