Join our client, a unicorn cybersecurity startup revolutionizing data security is seeking an energetic and detail-oriented Help Desk professional to be the first point of contact for internal users, providing exceptional technical support and ensuring a seamless IT experience.

** This is an in-office position in NYC

You must be in the office 4-days per week with flexibility to work from home 1-day per week (day will vary based on business needs).

ABOUT YOU:

You will play a critical role in maintaining productivity and security by promptly diagnosing and resolving issues related to hardware, software, and network systems. The ideal candidate is a detail-oriented problem-solver with strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced startup environment.

RESPONSIBILITIES:

• Serve as the primary contact for users with IT-related issues, including hardware malfunctions, software errors, connectivity problems, and user account management.
• Log, prioritize, and track support tickets through to resolution, escalating complex problems to the appropriate internal teams or external vendors as necessary.
• Install, configure, and maintain laptops, desktops, mobile devices, and office peripherals. Ensure all software and applications meet security and compliance standards.
• Assist in managing user access to systems, networks, and applications.
• Monitor adherence to security protocols and promptly report suspicious activity to the security team.
• Create and maintain detailed documentation of troubleshooting steps, technical solutions, and best practices. Provide basic user training on essential tools and security policies.
• Regularly perform routine system checks, updates, patches, and backups.
• Proactively identify vulnerabilities and recommend improvements to enhance system reliability and security.
• Collaborate with IT and Security teams to streamline support processes, recommend new technologies, and identify ways to improve the overall IT experience.

REQUIRED QUALIFICATIONS:

• 3+ years of experience in a help desk, desktop support, or IT support role, preferably in a startup or fast-paced environment.
• Proficiency with Windows, macOS, and common productivity software (e.g., Office 365, Google Workspace).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP) and common enterprise security tools (antivirus software, MFA solutions).
• Experience with help desk ticketing systems and remote support tools.
• Familiarity with identity management solutions (e.g., Okta, Active Directory).
• Excellent interpersonal and communication abilities, with a strong customer-service orientation.
• Detail-oriented problem-solving mindset, with the ability to remain calm and focused in high-pressure situations.
• Strong time-management skills and a commitment to meeting deadlines and SLAs.
• A passion for learning and staying current with emerging IT and security trends.