IT Helpdesk Agent
$50,000–$65,000 year
On-site · New York City, New York, United States
Job Summary
IT Help Desk Agent to join our Operations team in NYC. Responsible for serving as the first point of contact for employees with technical issues, delivering Tier 1 and Tier 2 support across hardware, software, and network issues, and ensuring SLA compliance. Duties include diagnosing and resolving issues (password resets, software installation, printer problems, VPN connectivity, hardware troubleshooting), managing onboarding/offboarding (Active Directory, O365 licensing, endpoint provisioning), escalating complex issues to Tier 3, creating knowledge base articles, handling ServiceNow tickets, supporting conference room A/V and video conferencing (Zoom, Teams), assisting with hardware refresh projects (laptop imaging, configuration, deployment), providing VIP executive support as needed, and participating in IT asset management and inventory tracking.
Required Qualifications
- Associate's degree in IT or related field, or equivalent certifications and experience
- 2+ years of IT help desk or desktop support experience
- Strong knowledge of Windows 10/11, macOS, and Microsoft 365
- Experience with Active Directory user and group management
- Familiarity with ticketing systems (ServiceNow preferred)
- Excellent verbal and written communication skills
- Ability to prioritize and manage multiple requests in a fast-paced environment
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