Service Desk Specialist

Marshwinds International Incorporated; New York (NY); Remote; USD 50,000 - 70,000; Full time

Job summary

A technology service firm is seeking a Service Desk Technician for remote support across the Americas. The ideal candidate will manage user requests, provide desktop support, and troubleshoot IT issues for both Mac and PC users. Candidates should have 2-4 years of experience in IT support, excellent customer service skills, and the ability to work independently. This role requires a proactive approach and offers opportunities for further learning.

Qualifications

• 2-4 years of hands-on experience in IT support, help desk, or desktop support roles.
• Experience supporting end-users on Mac and PC platforms.
• Basic troubleshooting experience with network connectivity and office printers.

Responsibilities

• Provide first-level support and document all work.
• Manage the support queue with timely responses.
• Troubleshoot hardware and software issues through various channels.

Skills

Customer service skills

Technical troubleshooting

Interpersonal skills

Problem-solving

Self-motivated

Education

Associate degree in Information Technology

Tools

Freshservice

Okta

macOS

Windows 10/11

Cisco equipment

Microsoft Office Suite

Job description

No h1's. Contract employment. Looking for Greencards or US Citizens only

position is remote but must be able to make it for a face to face interview. Looking for clients who can make it to NYC office when requested.

Job Overview

The Service Desk Technician is the first-level contact for end-users needing support across the Americas. This role requires a friendly, outgoing personality with excellent customer service skills and a proactive approach to resolving end-user issues. Patience and a calm, can-do attitude are equally important as technical troubleshooting skills.

Your primary responsibility will be managing the Americas support queue with timely and effective resolution of user requests. You will be the face of IT support for our users, ensuring their technology needs are met efficiently while maintaining high service standards.

Responsibilities

• Providing first-level desktop and laptop support, documenting all work, and maintaining accurate time logs in Freshservice
• Managing the Americas support queue with timely response and resolution of user requests
• Provisioning and deprovisioning company laptops while maintaining accurate inventory records in our asset management system
• Troubleshooting hardware, operating system, and application issues through multiple support channels (on-site, phone, remote, and ticket-based)
• Escalating complex issues to senior IT staff with detailed documentation and initial troubleshooting steps completed
• Supporting new hire technology setup and terminated employee equipment collection processes
• Maintaining organized inventory tracking using spreadsheets and asset management systems
• Update, categorize, comment, and escalate tickets within Freshservice as needed
• Troubleshooting basic to intermediate issues including:
• Software installation and configuration problems
• Password resets and account access issues
• Email setup and troubleshooting
• Basic network connectivity problems
• Collaborate with the IT team to achieve the highest level of efficiency and uphold IT standards
• Work with Apple and Dell support to set up repair requests
• Assist with basic Cisco conference room equipment setup and connectivity issues

Minimum Qualifications

• An Associate degree in Information Technology, Computer Science, or a related field, or relevant experience in these areas
• 2-4 years of hands-on experience in IT support, help desk, or desktop support roles
• A customer service-oriented professional with strong interpersonal skills
• Self-motivated with good collaboration and communication abilities
• Experience supporting end-users on both Mac and PC platforms in a business environment
• Basic troubleshooting experience with network connectivity and standard office printers
• Experience working with vendor support (Dell, Apple) for hardware issues and repair coordination
• Strong written and verbal communication skills with attention to detail in English
• Preferred experience with: macOS, Windows 10/11, Okta, basic Jamf management, Microsoft Office Suite, Cisco equipment, Google Meet, and development tools
• CompTIA A+ Certification or equivalent hands-on experience

Bonus Qualifications

• Excellent customer service and interpersonal skills
• Commitment to continuous learning and staying up-to-date with technology
• Strong problem-solving skills and ability to work independently
• Experience with ticketing systems and asset management platforms