Service Desk Technician

Phaxis - Technology; New York (NY); On-site; USD 71,635,000 - 107,453,000; Part time

Job summary

Phaxis - Technology is seeking a Service Desk Consultant for an onsite 3‑month contract in New York City. You will be the primary contact for end-user technology support, handling incidents and service requests across desktop, mobile, and collaboration tools.

Responsibilities include Tier 1/2 support, diagnosing hardware and software issues, and maintaining SLA-driven incident management. Strong Microsoft 365 and AD/Group Policy knowledge is required.

Qualifications

• Experience handling Tier 1/2 tickets via multiple channels.
• Strong knowledge of Microsoft 365 apps and services.
• Familiarity with AD, GPO and endpoint configuration.

Responsibilities

• Provide Tier 1 and Tier 2 support via ticketing, phone, email, chat, and walk-up.
• Diagnose and resolve hardware, software, OS, printing, and network issues.
• Manage incidents per SLAs; document, escalate, and communicate status.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint.
• Install and configure desktop applications, endpoints, and workstation images.
• Configure and support laptops, desktops, mobile devices, peripherals.

Skills

Tier 1/2 support

Microsoft 365

Windows 10/11

End-user support

Omnichannel support

Tools

Jira Service Management

Confluence

Active Directory

Group Policy

MDM

DNS/DHCP

Microsoft 365 Admin Center

Job description

Job Description

3 months contract with potential for extension

ONSITE NYC

The Service Desk Consultant provides responsive, customer-focused technical support for employees across desktop, mobile, collaboration, and enterprise productivity platforms. This role is a primary point of contact for end-user technology support, ensuring incidents and service requests are resolved accurately, professionally, and in alignment with established service expectations.

Responsibilities include, but are not limited to:

• Provide Tier 1 and Tier 2 support through the ticketing system, phone, email, chat, and walk-up requests.


• Diagnose and resolve hardware, software, operating system, printing, mobile device, peripheral, and connectivity issues.


• Manage incidents and service requests according to established SLAs; prioritize, document, escal... and communicate status appropriately.


• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot, and related workplace productivity tools.


• Install, configure, maintain, and troubleshoot desktop applications, approved software packages, endpoint configurations, and workstation images.


• Configure and support laptops, desktops, mobile devices, docking stations, monitors, printers, and other end-user peripherals.

Area Relevant Technologies / Experience

Productivity & Collaboration Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot; audio/video conferencing and conference room technologies

Endpoint & Desktop Support Windows 11/10, desktop and laptop hardware, peripherals, printers, software installation, endpoint security, patch management, workstation imaging

Directory, Network & Mobility Active Directory, Group Policy, TCP/IP, DNS, DHCP fundamentals, Mobile Device Management (MDM), iPhone and iPad support

IT Service Management Jira Service Management, Confluence, incident/request fulfillment, SLA management, knowledge management, asset and license tracking