IAM Operations Specialist

Desktop Support

Location-New York City, NY 5 days working

JD -We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive. The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.

Key Responsibilities :

End User Support & Hardware Lifecycle

• Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
• Maintain accurate asset inventory and compliance with hardware and software standards. Provide high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support. Incident, Service & Problem Management
• Respond to and resolve incidents, service requests, and access-related issues within SLA.
• Lead or support the resolution of critical (P1 / P0) incidents and participate in root cause analysis and Problem Management processes.
• Collaborate with cross-functional teams on issue resolution, escalation, and documentation. Software & Technology Integration
• Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.
• Coordinate remediation for vulnerable software or misconfigured devices.
• Support network, infrastructure, and telecom services in coordination with respective teams.
• Deliver audio / video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc. Automation & CSI (Continual Service Improvement)
• Identify repetitive tasks and contribute to automation solutions to streamline support operations.
• Drive continuous improvement through service analysis, user feedback, and adoption of modern tools.
• Ensure proactive risk identification and mitigation as part of Operational Risk Management. Service Management & Reporting
• Maintain and update the Knowledgebase (KB) and standard operating procedures (SOPs).
• Analyze Customer Satisfaction (CSAT) feedback and lead action planning for service enhancement.
• Participate in Capacity Management, asset utilization tracking, and operational audits.
• Generate and present regular Service Reports on performance, issues, and trends. User Lifecycle & Access Support
• Handle onboarding / offboarding IT tasks including account provisioning and building access requests.
• Support compliance with identity management, security policies, and user provisioning guidelines. Proactive User Engagement
• Conduct regular floor walks to offer in-person support and gather feedback.
• Operate Tech Bar / Walk-in Centers to provide real-time support and improve user satisfaction.
• Promote IT awareness and digital adoption among end users.

Qualifications & Skills :

Bachelor's degree in information technology, Computer Science, or related field. 3 5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.

Hands-on knowledge of Windows 10 / 11, macOS, Microsoft 365, Active Directory, Intune / SCCM. Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms. Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).

Experience in A / V support, collaboration tools, endpoint security, and remote troubleshooting.

Basic understanding of networking, infrastructure, and telecom concepts. Strong interpersonal and communication skills with a focus on user experience.

Preferred Certifications : ITIL Foundation Microsoft Certified : Modern Desktop Administrator Associate CompTIA A+ / Network+ Any Automation / Scripting certifications (PowerShell, Python, etc.) is a plus