Lead Desktop Support

Location: New York, New York (Onsite)

About the role

This is a fully onsite position responsible for supporting a New York Design Office. This role requires an individual with a technical background, communication skills, and a proactive mindset to ensure the seamless operation of technology for the executive and design teams. The successful candidate will act as a primary point of contact for executive-level users, delivering prompt and effective assistance.

Responsibilities

• Provide personalized, in-person, and remote technical support to executives and designers, including troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations.
• Support high-visibility meetings, such as Board of Directors meetings, quarterly earnings calls, and international business meetings.
• Collaborate with internal IT teams and external vendors to resolve complex technical issues and implement customized solutions.
• Conduct regular technology assessments, identifying opportunities for improvement and implementing strategic initiatives to enhance productivity.
• Develop and maintain comprehensive documentation of IT setups, configurations, and procedures.
• Proactively identify potential security risks and vulnerabilities, implementing measures to safeguard devices and data.
• Provide training and guidance on the effective use of IT systems, tools, and applications.
• Be available for on-call support for escalated requests during non-business hours on a scheduled rotation.

Requirements

• At least 5+ years of experience working in an IT support function.
• At least 2+ years of experience in an Executive IT support function.
• Experience providing AV support, including technology deployment, for meetings.

Skills

• Operating Systems: Windows OS, macOS, and Apple iOS.
• Management Tools: Jamf, AirWatch WorkspaceOne.
• Productivity Suites: Google Suite, Office Suite, Adobe CC.
• Ticketing Systems: JIRA.
• Conferencing: WebEx and Zoom.
• Networking: TCP/IP, DNS, VPN, WIFI.
• Directory & Scripting: Active Directory, PowerShell, Command Line, Terminal.

Benefits

• Supplemental benefits including medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, and a certified Career Coach.