Help Desk Associate
The Help Desk Associate at Confidential Client provides first-line technical and operational support to end-users, handling hardware, software, and network issues while ensuring excellent customer service. This entry-level role offers exposure to various operations teams and opportunities for career growth within the company's technical departments. The position requires strong communication skills, a customer-focused mindset, and the ability to work independently in a dynamic, on-site environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Role summary
Confidential Client is recruiting an entry-level L1 Help Desk Associate to provide first-line technical and operational support to end users. This Manhattan-based, on-site role is ideal for early-career IT professionals who are customer-focused, eager to learn, and looking to grow in IT support and operations.
Key responsibilities
- Serve as the initial point of contact for business queries and incidents via phone, email, chat, and ticketing system (Freshservice).
- Record, categorize, prioritize, and own tickets through their lifecycle, ensuring timely resolution and user satisfaction.
- Triage and resolve basic hardware, software, and network issues including password resets, printer support, and application troubleshooting.
- Provide support for Microsoft Windows, Office 365, VPN access, Salesforce, and other common enterprise applications.
- Direct employees to internal resources and documented procedures; escalate complex issues to Level 2/Level 3 teams per escalation guidelines.
- Contribute to and maintain knowledge base articles, user guides, and process documentation for business continuity.
- Assist with onboarding and offboarding tasks: account setup, equipment provisioning, and access changes.
- Support centralized system processes and testing as needed.
- Maintain professionalism and deliver excellent customer service in all interactions.
Qualifications
- Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or equivalent technical experience; strong IT certifications or relevant L1 support experience are also acceptable.
- Strong verbal and written communication and a customer-service mindset; comfortable engaging directly with end users.
- Fundamental knowledge of computer systems, networks, and common software applications.
- Curious, technically minded, and committed to learning.
- Ability to work independently and efficiently in a fast-paced, sometimes high-pressure environment.
Key skills
- Strong verbal and written communication
- Customer-service orientation and problem-solving ability
- Ability to follow procedures and document issues clearly
- Team player with a willingness to learn and rotate into new teams
- Time management and multitasking in a fast-paced environment
- Familiarity with ticketing systems (Freshservice preferred), Windows, Office 365, VPN, and Salesforce
Work environment & schedule
- On-site in Manhattan, NY (this job is not remote).
- Full-time role; shift work required (evenings or weekends may be needed based on business needs).
- Some lifting or physical activity may be required for hardware setup and equipment handling.
Compensation & benefits
- Base salary range: $75,000 — $80,000 per year. The final offer will be determined by non-discriminatory factors such as experience, skills, and location.
- Eligible for an annual discretionary incentive bonus and competitive benefits (medical, dental, vision, life/disability insurance, paid time off, paid parental leave, etc.).
About the employer
Confidential Client is an employer operating in the IT industry committed to high standards of service, professional development, and inclusive hiring. This role sits within the Operations team and includes structured learning and rotation opportunities to support career progression from L1 to L2 technical roles.
What we look for from applicants
- Clear, concise applications highlighting related technical support experience, certifications, or coursework.
- Evidence of strong customer-service skills and the ability to learn systems quickly.
- Willingness to work on-site in Manhattan and to participate in shift-based coverage.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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