IT Support Technician

IT Support Technician

Our client, a leading global provider of cloud-based software solutions, is seeking a hands-on IT Support Technician for a 3–6 month contract engagement in New York, NY. The IT Support Technician provides both local and remote technical assistance across a wide range of IT systems, including hardware, software, peripherals, and collaboration tools. This role requires a customer-focused professional who can deliver high-quality support, communicate effectively with users of all technical levels, and adapt quickly in a dynamic, fast-paced environment.

Key Responsibilities

• Deliver front-line support for hardware, software, and network issues across Windows, macOS, and mobile platforms.
• Provide support for key business applications such as Microsoft 365, Outlook, Apple Mail, Cato client, Intune, JIRA, and other enterprise tools.
• Maintain, deploy, and collect end-user computing assets (laptops, peripherals, and accessories), ensuring optimal performance and compliance with company standards.
• Execute software installations and updates using internal deployment tools, ensuring system integrity and security.
• Support Zoom and Microsoft Teams meeting rooms to ensure seamless audio and video conferencing experiences.
• Maintain accurate IT assets and inventory records following approved tracking processes.
• Manage daily ticket queues, ensuring timely updates, accurate documentation, and high-quality resolutions.
• Provide setup and troubleshooting support for iOS and Android mobile devices, ensuring secure connectivity and productivity.
• Support the organization's Cloud VOIP system and ensure reliable communication services.
• Prioritize and manage multiple support requests, meeting or exceeding established service levels.
• Contribute to documentation of internal procedures, troubleshooting guides, and self-service resources to improve efficiency.
• Participate in IT projects such as hardware refreshers, office moves, and infrastructure rollouts.
• Escalate unresolved or critical issues to senior IT staff or management as appropriate.
• Occasionally provide after-hours onsite support for scheduled maintenance or critical operational needs.

Qualifications & Experience

• Minimum 4 years of hands-on IT support experience with demonstrated success in resolving technical issues and supporting end users.
• Strong proficiency in Windows environments and the Microsoft 365 suite, including Outlook and Teams.
• Working knowledge of macOS support and Apple hardware troubleshooting.
• Familiarity with enterprise endpoint management tools such as Intune or Jamf.
• Excellent communication skills — able to clearly explain technical information to both technical and non-technical audiences.
• Strong customer service orientation and problem-solving mindset.
• Highly organized with the ability to manage multiple priorities in a fast-moving environment.
• Experience providing IT support in a global or multi-office organization is a plus.
• Demonstrated ability to create clear and effective documentation.
• Team-oriented with a collaborative work style and willingness to assist peers across regions.
• Ability to lift up to 50 lbs and manage physical setups, including routing cables and workstation configurations.

Education & Certifications

• Bachelor's degree in Management Information Systems (MIS), Computer Science, or equivalent experience preferred.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Microsoft Certified Systems Engineer (MCSE) are highly desirable.

Pay Rate: $35.00- $40.00/ hour