Level 2 Help Desk

Description

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.

Requirements

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.

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