Desktop Support Specialist

About the role

We are seeking a customer-focused Desktop Support Specialist to provide tier 2, white glove IT support across our client’s corporate office in Manhattan. In this role, you will deliver hands-on technical support to corporate end users, executive leadership, and creative/functional teams. You will manage daily endpoint operations across macOS and Windows environments, oversee local IT hardware assets, and assist with meeting and event support.

Responsibilities

• Resolve escalated tickets for corporate staff and executive teams, providing white-glove service for macOS and Windows 10/11 issues.
• Execute daily user administration tasks in Active Directory, Entra ID (Azure AD), and Okta, including onboarding, offboarding, and group/license management.
• Image, enroll, and deploy MacBooks and Windows laptops using Jamf Pro and Microsoft Intune; push software packages and resolve enrollment compliance errors.
• Provide backstop support for corporate retail lab systems, iPad clienteling tools, and POS hardware used in retail store operations.
• Manage installations, moves, adds, and changes for workstations and peripherals.
• Maintain stockroom inventory accuracy, audit hardware assets, and oversee vendor warranty repairs (AppleCare/Dell).
• Set up, test, and troubleshoot conference room AV hardware and video conferencing tools (Zoom, Microsoft Teams) for corporate meetings and executive presentations.
• Track, document, and resolve tickets within established SLAs using enterprise ticketing systems (e.g., ServiceNow); escalate unresolved infrastructure bugs to Tier 3 engineering teams.
• Travel between the Manhattan corporate HQ and Jersey City offices as required to support site initiatives, office moves, or executive events.

Required Qualifications

• 3–5 years of hands-on desktop support or helpdesk experience in an enterprise corporate environment (retail, fashion, or high-touch corporate background preferred).
• Deep troubleshooting skills across both macOS and Windows 10/11.
• Experience providing white glove support.
• Practical experience enrolling devices and deploying packages via Jamf Pro and Microsoft Intune.
• Hands-on experience administering accounts, groups, and permissions in Active Directory and cloud IAM platforms (Entra ID / Okta).
• Experience supporting Apple hardware (MacBook Pro/Air, iPads) and enterprise PC laptops (Dell, Lenovo).
• Practical understanding of corporate network connectivity (TCP/IP, DNS, DHCP, Wi-Fi standard connectivity, corporate VPNs).
• Willingness and ability to travel locally between Manhattan and Jersey City sites as needed.
• Willingness to work after hours occasionally.
• Exceptional communication and interpersonal skills with the composure to support non-technical teams and executive leaders in a fast-paced environment.

Preferred Qualifications

• Apple Certified Support Professional (ACSP), Jamf Certified Associate/Admin, or CompTIA A+/Network+.
• Ability to run PowerShell or Bash/Zsh commands to streamline routine troubleshooting.
• Familiarity with retail store systems or mobile device management for iPad fleets.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only.
• Dental provided through UHC.
• Nationwide Vision provided by UHC.
• Flexible Spending Account for Health & Dependent Care.
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific).
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera.
• Corporate Wellness Program provided by Goomi Group.
• Employee Assistance Program.
• Wellness Days.
• 401k Plan.
• Basic and Supplemental Life Insurance.
• Short Term & Long Term Disability.
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance.
• Tuition Reimbursement (available 6 months after start date, capped).
• Paid Time Off (accrued and prorated, maximum of 120 hours annually).
• Paid Holidays.
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law.