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About the Role

The Desktop Support Specialist provides onsite technical support to end users, maintaining a stable, secure, and efficient desktop environment across the organization. This role supports Windows and macOS devices, mobile technology, collaboration tools, printers, conference room systems, device deployment, asset lifecycle management, documentation, and IT projects, delivering high-level customer service, including support for executive and VIP users.

Responsibilities

Provide onsite and remote support for hardware, software, operating systems, and peripheral devices in Windows and macOS environments
Troubleshoot and resolve issues involving desktops, laptops, mobile devices, printers, monitors, docking stations, and related equipment
Support Microsoft 365, email, calendaring, collaboration tools, and other approved business applications
Document incidents, service requests, troubleshooting steps, and resolutions in the IT service management system
Escalate issues to internal teams or external vendors as appropriate
Provide high-touch technical support to executives, senior leadership, and other designated VIP users
Prepare and support conference rooms, audiovisual systems, and meeting technologies for business-critical meetings and events
Handle sensitive issues with professionalism, discretion, and urgency
Deploy, configure, maintain, replace, and retire end-user devices and related equipment
Prepare equipment for new hires, employee transfers, and device refresh initiatives
Maintain accurate inventory records for computers, mobile devices, monitors, printers, and accessories
Support asset tagging, stockroom organization, warranty tracking, and disposal processes
Assist in maintaining standard desktop images and provisioning processes
Support endpoint management processes, including device enrollment, software deployment, patching, and policy application
Assist with technologies such as Omnissa/WS1, Active Directory, and Microsoft 365
Follow IT security standards and support endpoint compliance, encryption, multifactor authentication, and access controls
Create and maintain knowledge base articles, user guides, and support documentation
Participate in hardware refreshes, software rollouts, office moves, operating system upgrades, and other IT initiatives
Provide after-hours or weekend support as needed for projects or business requirements

Requirements

Experience supporting both Windows and macOS environments
Experience supporting executive-level users and managing IT assets preferred
Proficiency with Windows 11 and macOS support
Working knowledge of Microsoft 365, Active Directory, Omnissa/WS1 or other MDM Solution
Experience supporting mobile devices, printers, conferencing technology, and office productivity applications
Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
Familiarity with endpoint security practices, including encryption, multifactor authentication, patching, and access management
Experience using ticketing and IT service management systems
Ability to manage multiple priorities in a fast-paced environment
Ability to work independently and collaboratively

Skills

Strong verbal and written communication
Excellent customer service
Excellent interpersonal skills
Strong troubleshooting and problem-solving abilities
Strong organizational skills
Attention to detail
Professionalism
Sound judgment
Discretion

Location

New York City, SoHo

Work Type

Onsite

Experience Level

Minimum of 3 to 5 years of experience in desktop support, endpoint support, or a related IT support role

Education Level

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
Equivalent experience will be considered

Salary/Compensations

$67,500 - $75,000 annually

Benefits

Medical insurance
Dental insurance
Vision insurance
Short-term disability coverage
Long-term disability coverage
Employee discounts and perks
401k plan with employer match
Automatic employee contributions

About the Company

For over 40 years, Marc Jacobs has been a driving force in fashion with his philosophy: pioneering designs, an irreverent spirit, the everyday and the extraordinary.
Today, the brand continues to make its Marc as rebellious, unpredictable, and original.
Our work is founded on our core brand pillars: unexpected, utilitarian, urban, unisex, and unique.
New York City in design and spirit, our teams thrive off relentless authenticity, an openness to standing out, and inclusivity for all.
Marc Jacobs International was founded on Marc’s vision of celebrating uniqueness and being Perfect as You Are.
We are committed to building an equitable and inclusive culture that values diversity of thought, background, and experience – all essential to our spirit of innovation and creativity.

Equal Opportunity

Marc Jacobs International is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, sex, sexual orientation, gender identity or expression, age, veteran status, national origin, religion, disability, or any other characteristic protected by federal, state or local law.