Help Desk Specialist

IT Help Desk Specialist

Locations: Manhattan and Elmsford, New York (4 days at either office, one day in the other)

$70,000 + Discretionary Bonus

Position Overview

Madison-Davis is seeking an IT Help Desk Specialist to provide responsive, hands-on technology support to employees across our growing organization.

This person will be the primary point of contact for everyday hardware, software, connectivity, and access issues. They will support employees primarily from our Manhattan and Elmsford offices while also assisting satellite offices and remote employees when needed.

Our employees work in a fast-moving sales and recruiting environment where technology problems can immediately disrupt productivity. The right person will be calm under pressure, highly responsive, comfortable working directly with employees, and capable of taking ownership of an issue from the initial request through resolution.

This is a dedicated IT support position and will not be responsible for Salesforce administration or Salesforce development.

Key Responsibilities

Help Desk and Employee Support

• Provide Tier 1 and Tier 2 support for hardware, software, access, connectivity, and general technology issues.
• Serve as the first point of contact for employee support requests and take ownership of issues through resolution or escalation.
• Troubleshoot laptops, desktops, monitors, docking stations, printers, mobile devices, and related office equipment.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Resolve common issues involving passwords, user accounts, multifactor authentication, permissions, email, calendars, and application access.
• Provide basic troubleshooting for wireless networks, internet connectivity, VPN access, and office network issues.
• Support conference-room technology, video meetings, displays, cameras, headsets, and other collaboration equipment.
• Assist remote employees through phone, email, chat, and remote-support tools.

Employee Onboarding and Offboarding

• Prepare laptops, equipment, accounts, and system access for new employees.
• Coordinate technology setup before each employee’s start date.
• Provide new-hire technology orientation and basic system guidance.
• Support employee transfers, role changes, equipment replacements, and departures.
• Disable access, recover equipment, and complete offboarding procedures promptly and accurately.

Equipment and Systems Management

• Maintain accurate inventory records for laptops, monitors, mobile devices, accessories, and other technology assets.
• Coordinate equipment purchases, replacements, repairs, shipping, and returns.
• Support device configuration, software installation, security updates, and endpoint-management requirements.
• Assist with Microsoft Active Directory, Microsoft Entra ID, Intune, or similar user and device-management platforms.
• Work with outside technology vendors and service providers when an issue requires additional support.
• Escalate network, infrastructure, cybersecurity, or advanced systems issues to the appropriate internal or external resource.

Documentation and Service Improvement

• Document support requests, troubleshooting steps, resolutions, and recurring issues.
• Maintain straightforward employee instructions for common technology questions.
• Identify recurring problems and recommend practical improvements.
• Communicate outages, system issues, and expected resolution timing clearly to employees and leadership.
• Help create a more organized and responsive internal IT support process as Madison-Davis continues to grow.

Qualifications

• Two or more years of experience in help desk, desktop support, IT support, or a similar employee-facing technology role.
• Experience troubleshooting Windows laptops, Microsoft 365, Outlook, Teams, printers, mobile devices, and common business applications.
• Familiarity with Active Directory, Microsoft Entra ID, Intune, or comparable account and endpoint-management systems.
• Basic understanding of networking, wireless connectivity, VPNs, device security, and access management.
• Experience preparing computers and accounts for employee onboarding.
• Strong customer-service and communication skills, particularly when supporting nontechnical employees.
• Ability to manage multiple requests, prioritize urgent issues, and remain composed in a fast-moving environment.
• Willingness and ability to work regularly from both Manhattan and Elmsford.

Preferred Qualifications

• Experience supporting a professional services, staffing, financial services, or sales-driven organization.
• Experience working with a help desk ticketing or documentation platform.
• Familiarity with audiovisual and conference-room technology.
• Experience coordinating with managed service providers or third-party IT vendors.
• Relevant Microsoft, CompTIA, or help desk certification.

Work Arrangement

This position will support both the Manhattan and Elmsford offices. Manhattan is expected to be the primary location, with at least one day per week in Elmsford and additional Westchester coverage when business needs require it.

PrideGlobal and it's affiliates offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates : Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.