Desktop Support Technician

The opportunityA programmatic media partner for marketers and agencies, combining data science, analytics, and programmatic trading is looking for a Desktop Support Technician to provide responsive, user-focused 1st and 2nd line support across the New York office and the wider US region.Main responsibilitiesEnd User SupportAct as the first point of contact through the ticketing system and in-person assistance.Log, categorise, prioritise, troubleshoot, resolve, and follow up on incidents and requests in line with service expectations.Provide clear, patient technical guidance to non-technical users and maintain ownership until resolution or a confirmed handover.Document symptoms, troubleshooting steps, resolution details, and escalation notes accurately.Provide onsite 1st line support for the New York office, including but not limited to Wi-Fi connectivity, printers, conference rooms, meeting technology, passwords, and 2FA.Provide remote 1st line support across the US region through approved communication and support platforms.Support workplace technology and the local IT team during events, office changes, and business-critical meetings.Endpoint, hardware, and software supportDiagnose and resolve Windows and macOS hardware issuesConfigure and deploy hardware to new hiresConfigure and deploy replacement hardware to existing usersAssist with software deployment, security updates, anti-virus protection, patching, and endpoint compliance.Administer devices through the MDM solution and maintain accurate hardware, software, and licence records through the asset-management solution.Coordinate hardware repair, replacement, vendor support, and onsite visits when an issue cannot be resolved remotely.Applications, access, and onboardingSupport SaaS applications including Google Workspace, Okta, Slack, Zoom, and other business-critical tools.Assist with account creation, access requests, password resets, 2FA, permissions, and user authentication issues in line with security procedures.Support onboarding and offboarding across the US region, including hardware provisioning, account setup, access changes, equipment recovery, and onboarding sessions.Provide basic user guidance and training for workplace applications and technology.Required experienceAt least 2 years of experience in a technical support, service desk, help desk, or desktop support role.Experience working with MDM and anti-virus or endpoint-security solutions.Experience supporting SaaS applications such as Google Workspace, Okta, Slack, Jumpcloud/Jamf and Zoom.Practical experience supporting both Windows and macOS.Experience using a ticketing or IT service-management platform.Knowledge of workplace communication technologies, printers, conference-room equipment, basic networking, Wi-Fi, VPN, and remote support.Experience troubleshooting hardware, software, peripherals, access, and connectivity issues.Required skills and behavioursExcellent verbal and written communication skills.Strong customer-service mindset and the ability to explain technical issues clearly and calmly.Ability to prioritise work, follow established procedures, and manage multiple tickets or assignments.Strong attention to detail, documentation, follow-through, and ownership.Ability to work effectively in an agile environment.A focus on efficiency and effectiveness.A can-do attitude, bringing energy, drive, and enthusiasm to the role.Curiosity and openness to learning from others, acknowledging weaknesses, and growing.Sound judgement about when to resolve independently and when to escalate.