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.
Overview
Confidential Client is seeking an entry-level L1 Help Desk Associate to provide first-line technical and operational support to end users. This on-site role in New York, NY is ideal for someone early in their IT career who is customer-focused, curious, and eager to learn. The position includes training, cross-team rotations after an initial learning period, and clear development paths into L2 Operations roles.
Key Responsibilities
- Serve as the initial point of contact for business queries and issues via phone, email, chat, or ticketing system.
- Record, categorize, and prioritize incidents and service requests in the ITSM tool (Freshservice).
- Direct employees to internal resources, procedures, and self-service documentation.
- Troubleshoot and resolve common hardware, software, and network issues (password resets, printers, application errors).
- Provide support for Microsoft Windows, Office 365, VPN access, Salesforce, and other enterprise applications.
- Escalate complex or unresolved issues to Level 2 or Level 3 teams following defined escalation procedures.
- Follow documented processes and contribute to knowledge base articles and user guides.
- Document processes and procedures for business continuity.
- Own, track, and update tickets throughout their lifecycle, ensuring timely resolution and user satisfaction.
- Assist with onboarding and offboarding (account setup, equipment provisioning).
- Support centralized system processes and participate in 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; or strong IT certifications/credentials.
- Experience or coursework relevant to L1 support desks is a plus.
- Strong verbal and written communication and customer service skills.
- Comfortable engaging directly with end users by phone, in person, or digitally.
- Fundamental knowledge of computer systems, networks, and common software applications.
- Ability to work independently and manage priorities in a fast-paced environment.
- Curious, technical-minded, and motivated to learn and grow.
Key Skills
- Strong verbal and written communication.
- Customer-service mindset and strong problem-solving ability.
- Clear documentation skills and attention to process.
- Team player with willingness to learn and adapt.
- Time management and multitasking in a busy environment.
Work Environment & Schedule
- On-site in New York, NY.
- Role includes shift work — evenings or weekends may be required based on business needs.
- Some lifting or physical activity may be required to support hardware setup.
- Reasonable accommodations are available for applicants with disabilities during the hiring process.
Compensation
- Estimated pay: $64,095 per year (estimated). Final pay and benefits are determined by Confidential Client and will be provided during the hiring process.
Why Join
- Structured training and onboarding with clear early-career rotation opportunities across Operations teams.
- Hands-on exposure to enterprise tools and processes (Freshservice, Office 365, Salesforce).
- A pathway to L2 technical roles and cross-functional opportunities to shape your IT career.
About the Client
Confidential Client is a respected firm in the IT industry committed to high standards, mentoring, and growth. The organization values collaboration, integrity, and professional development for technical teams.
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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