An education network in New York City is actively seeking a new Help Desk Support Contractor (Tier 1) for a promising opportunity with their growing team. In this role, the Help Desk Support Contractor (Tier 1) will be responsible for serving as the first line of support for employees, responding to ServiceNow tickets, and participating in rotation for the help desk phone.

Responsibilities:
- Serve as the first point of contact for technical support requests through ServiceNow tickets and the Help Desk phone line
- Provide timely troubleshooting and resolution for Tier 1 technical issues related to hardware, software, and user access
- Deliver in-person and remote technical support to employees as needed
- Accurately document issues, troubleshooting steps, and resolutions in the ticketing system
- Assist users with Apple device support, including iPads, iPhones, and MacBooks
- Support common workplace technologies, including operating systems, productivity tools, and device connectivity
- Provide clear communication and updates to users throughout the support process
- Maintain high standards of customer service, ensuring issues are handled professionally and efficiently
- Help identify recurring issues and provide feedback to improve support processes and documentation
- Maintain confidentiality and data privacy when handling organizational systems and information
- Assist with technology initiatives and projects as assigned
Qualifications:
- 3+ years of Help Desk or IT support experience in a technical support environment
- Bachelor’s degree or equivalent work experience
- Experience using ticketing systems (ServiceNow or similar) to track and manage support requests
- Experience supporting Apple devices, including iPads, iPhones, and MacBooks
- Strong analytical and troubleshooting skills
- Ability to prioritize and manage multiple requests in a fast-paced environment
- Strong customer service orientation with the ability to clearly explain technical concepts
