Key skills
Active DirectoryServiceNowJiraCommunicationCollaborationRemote Work
About this role
Job Title: Technical Support Technician
Location: New York City, NY (Hybrid)
Duration: Long-Term Contract
Key Responsibilities:
- Provide Tier 1 and Tier 2 technical support to end users across multiple departments.
- Troubleshoot hardware, software, and network-related issues in a timely manner.
- Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
- Support Microsoft Windows environments, including system updates and patch management.
- Assist users with enterprise applications, email systems, and remote access tools.
- Manage user accounts, permissions, and access controls (Active Directory).
- Document incidents, service requests, and resolutions using ticketing systems.
- Coordinate with internal IT teams and vendors for escalated issues.
- Provide support for hybrid workforce including VPN, remote desktop, and collaboration tools.
- Maintain inventory of IT assets and ensure proper tracking.
- Deliver excellent customer service and user training when required.
Required Skills & Qualifications:
- Minimum 2 5 years of experience in IT support or helpdesk roles.
- Strong knowledge of Windows OS (Windows 10/11) and Microsoft Office Suite.
- Experience with Active Directory, user administration, and group policies.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Experience with ticketing systems (ServiceNow, Jira, or similar).
- Knowledge of remote support tools and VPN troubleshooting.
- Strong problem-solving and communication skills.
- Ability to work both independently and in a team-oriented environment.
Preferred Qualifications:
- Experience working with government agencies or public sector clients.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications.
- Exposure to ITIL processes and best practices.
- Experience supporting hybrid or remote work environments.