We are looking for a Level 2 Help Desk specialist to provide hands-on technical support for a retail organization in New York, New York. This Contract position focuses on resolving escalated end-user issues across desktop, mobile, and endpoint environments while delivering a high level of customer service. The role also supports device management, documentation improvement, and collaboration with internal teams to strengthen support processes and workplace technology operations.
Responsibilities:
- Handle escalated support tickets and service requests involving Windows, macOS, iOS, and related endpoint technologies, troubleshooting more advanced hardware, software, operating system, and application problems.
- Act as the key point of contact for employees who need in-person or higher-level technical assistance, providing clear guidance and practical end-user instruction.
- Review recurring support trends and escalations to uncover service gaps, recommend process enhancements, and help identify opportunities to improve automation and efficiency.
- Develop and refine support documentation, knowledge articles, and user-facing technical resources so information remains current, useful, and easy to follow.
- Work closely with cross-functional teams to enhance self-service tools and automated workflows related to account access, software delivery, device setup, and employee onboarding and offboarding.
- Support endpoint management activities by maintaining device settings, enforcing compliance standards, deploying applications, and managing the lifecycle of Windows, macOS, and mobile hardware.
- Configure, stage, deploy, and support laptops, desktops, monitors, docking stations, mobile devices, and other workplace technology equipment for employees.
- Troubleshoot onsite issues involving connectivity, printers, conference room systems, peripherals, and workstation components to restore normal operations quickly.
- Track technology assets accurately and assist with hardware refresh planning to maintain dependable, up-to-date equipment across the organization.
- Escalate complex technical matters to infrastructure, security, or application teams with complete documentation and clear follow-through while contributing to broader service desk and endpoint improvement efforts.
- At least 2 years of experience in help desk, desktop support, or a similar end-user support role.
- Working knowledge of Active Directory and day-to-day account support activities.
- Hands-on experience supporting Microsoft Windows environments, including Windows 10.
- Ability to perform structured troubleshooting for hardware, software, and peripheral issues.
- Experience managing and updating service desk tickets with accurate notes and resolution details.
- Comfortable supporting endpoint devices across desktop and mobile platforms in a fast-paced environment.
- Strong communication skills with the ability to explain technical issues clearly to non-technical users.