Richard Fleischman & Associates, Inc.

Richard Fleischman & Associates, Inc.

Service Desk Engineer

New York, New York

Sponsorship not specifiedDetected 12 days ago
PythonPowerShelliOSAndroidAWSAzureCybersecurityIncident ResponseCustomer SupportVPNCommunicationCollaborationProblem SolvingSharePointCompTIA

About the role

  • Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.

Responsibilities

  • Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
  • Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
  • Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.

Requirements

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
  • 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
  • Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.
  • Experience supporting Windows 11, macOS, iOS, and Android platforms.
  • Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
  • Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
  • Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
  • Knowledge of ITIL service management principles.
  • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
  • Participate in after-hours support, escalation rotations, and major incident response activities as required.
  • Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
  • Preferred Qualifications & Development Potential

Nice to have

  • Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred.
  • Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
  • 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
  • Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent coursework demonstrating core technical knowledge.
  • Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
  • Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.
  • Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.
  • Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
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