Desktop Support

    • Job ID: 512989-608004
    • Location: New York, NY
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
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Job Description:

W.W. Norton & Company, Inc. is seeking a Desktop Support Analyst to join its IT department in a fast-paced NYC corporation. This technician will assist in supporting approximately 400 end users both remotely and in person, with emphasis on Mac support. This role serves a critical front line technical role responsible for problem resolution for the host of enterprise end user equipment including, MacBook, iMacs, iPads, PCs, laptops, printers, scanners, and VoIP phones. Operating systems supported include Mac OS X and Windows 7/10.

Essential Job Responsibilities:

  • Respond to user requests through Service Cloud ticketing system. Document, track and monitor issues to ensure a timely resolution, and communicate updates to the end user. Request assistance or escalate tickets as needed.
  • Install and configure workstations for new users, and upgrade existing equipment and software.
  • Diagnose and troubleshoot desktop system, printer and operating problems.
  • Provide the first point of contact for support and maintenance of Apple equipment.
  • Use Apple Remote desktop to maintain and manage desktop systems, including creating and deploying software installation packages.
  • Manage user accounts in Active Directory and Exchange Online.
  • Provide support for Microsoft Office related issues.
  • Provide support for print/file related issues.
  • Provide support for Adobe Creative Cloud.
  • Utilize various tools to remove viruses and malware.
  • Participate in testing software, operating system upgrades, and patching as needed to ensure compatibility with our existing inventory.
  • Develop procedures and other documentation to ensure all team members have adequate resources to support Apple hardware.


Experience and Skills:

  • 2+ years of hands-on experience in a hybrid Mac/Windows environment, with a working knowledge of hardware components, hardware configurations and software installation.
  • Demonstrated skills in MacOS 10.8 - 10.11, and iOS 8 - 11.
  • Demonstrated knowledge and ability using Apple Remote Desktop for software distribution, user support and reporting.
  • Strong working knowledge of integrating Macintosh systems into an Active Directory Domain environment.
  • Experience with security and anti-virus products for Macs and Windows.
  • Understanding of basic networking technologies (LAN/WAN and wireless).
  • Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments.
  • Proven attention to detail and high standards for quality, and the ability to work with users with diverse experience levels.
  • Excellent organizational skills with the ability to re-prioritize as necessary.
  • Some experience supporting Apple mobile devices.
  • Some experience supporting VoIP phones.
  • Apple Certified Macintosh Technician (ACMT) a plus.
  • Positive attitude.
  • Good communication skills.
  • Strong work ethic.
  • Ability to work independently and to collaborate with other members of the team.
  • Ability to empathize and align with customers’ needs.
  • Commitment to exemplary customer service are extremely important in this role.
  • Ability to work under pressure and present a calm, helpful demeanor.
  • Working conditions/physical demands of bending and lifting weights up to 40 pounds.
  • Employment eligibility to work in the US is required.