Help Desk – Remote

Job Title: Help Desk - Migration Support
Type: Contract Assignment

Contract Duration: ongoing
Start Date: ASAP

Location: Remote to start/Brooklyn, NY



To support the Enterprise user base within a team environment. Responsible for assuring the end users are provided efficient and timely first and second level technical support (identify, find, and solve technical issues). Answers phone calls, emails and personnel requests for technical support. Record, track, and monitor requests to ensure in-time solutions.


Keys to the role:

  • Win 10 migration experience
  • Imaging computers using SCCM
  • Need to be able to be able to work with little supervision



  • Provide support for Microsoft Windows Desktop Operating Systems and Microsoft Office 2010/2013/2016 application suites and Office 365
  • Support PC, Laptop and Virtual Desktop computer hardware and applications
  • Monitor and update Footprints ticketing system to ensure timely resolution of issues/problems
  • Promptly document and create tickets for all reports of information system problems, including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Execute the employee on-boarding and off-boarding processes along with other ServiceDesk team members
  • Install, configure, update and support both commercial and proprietary applications
  • Establish and maintain Active Directory and e-mail accounts and resource access
  • Perform hardware, software and basic telephone installations
  • Perform basic printer repair and maintenance
  • Performs moves, adds and changes
  • Maintain asset inventory
  • Configure and troubleshoot Smartphone Citrix Secure Hub
  • Have a good working knowledge of network connectivity and troubleshooting skills



  • Minimum of 3-5 years’ experience in a role with similar functionality
  • Experience supporting a call center
  • Knowledge of SCCM administrative functions a plus
  • Must have experience with Active Directory
  • Citrix XenDesktop experience a plus
  • Experiencing working with a ticketing system
  • CompTIA A+ Certification


High School diploma/GED or higher or equivalent combination of academic and professional experience