Help Desk Technician

<div class="content-intro"><p style="text-align: justify; line-height: 1.5;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><u><strong>Company Overview</strong></u></span></p> <p style="line-height: 1.5;"><span style="font-size: 10pt;">JRM is one of the top General Contracting and Construction Management Firms with over a decade of trusted experience. Headquartered in New York City with offices in New Jersey, California, and Florida, JRM delivers the highest quality services to clients that include City, State &amp; Federal Agencies, Fortune 500 corporations, respected property owners &amp; developers, major law firms, media &amp; tech firms, leading luxury retailers, renowned hospitality groups, life sciences &amp; healthcare organizations, and financial services firms. JRM knows that dedicated, accomplished employees are the heart of any successful enterprise. We are focused on maintaining a diverse, inclusive, and authentic workplace and are always looking to add passionate personnel to our teams across the US.</span></p></div><p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong><u>Job Summary </u></strong></span></p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">The Help Desk Technician provides technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs.</span></p> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong><u>Responsibilities and Duties</u></strong></span></p> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure).</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists).</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Manage and track end-user assets; assist with periodic inventories and device lifecycle processes.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Travel to local offices/job sites as needed; support occasional off-hours maintenance windows with prior notice.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Contribute KB articles and improve runbooks based on resolved tickets.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong><u>Qualifications and Skills</u></strong></span></p> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">1–2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications).</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Experience with Active Directory user administration and a modern ticketing system.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Willingness to learn, follow SOPs, and escalate appropriately.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Valid driver’s license for occasional site travel preferred.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong><u>Computer Systems</u></strong></span></p> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Mid-level experience with Microsoft Office 365, Active Directory Administration, and Virtualization Technologies</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proficient with Windows 10, Windows 7, and Microsoft Office suite</span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong><u>Working Conditions</u></strong></span></p> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">On site support with some remote assistance.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Occasional nights/weekends for planned work.</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Ability to lift/move up to ~25–35 lbs (monitors, small printers).</span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">#LI-OnSite</span></p><div class="content-conclusion"><p><span style="font-size: 10pt;"><em><span style="font-family: arial, helvetica, sans-serif;">All qualified applicants will receive consideration for employment at JRM without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law.&nbsp;</span></em></span></p> <p>&nbsp;</p> <p><span style="font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif;"><em>The salary range listed in job postings reflects the Company’s good-faith estimate at the time of posting. Actual compensation may vary based on factors such as position tier, geographic location, work experience, market conditions, education/training, and skills.<br></em></span></span></p> <p>&nbsp;</p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><em>For more information on how JRM Construction Management collects and uses your personal information, reference our <a href="https://www.jrmcm.com/privacy-policy/">Privacy Policy</a>.</em></span></p></div>