Help Desk Support Specialist

KITH is hiring an IT Help Desk Support Specialist to serve as the first line of technical support for employees across its New York offices, stores, and warehouse. This full-time, 100% onsite role supports end-user hardware and software at tier-1 and tier-2 levels, while working closely with the systems administration team that handles servers, network infrastructure, and security.

Based in Brooklyn, NY (HQ in Williamsburg, Brooklyn), the Help Desk Support Specialist will manage day-to-day requests, troubleshoot a range of workstation and mobile issues, and help keep internal IT operations running smoothly through consistent documentation and reliable escalation practices.

What you’ll do

• Act as the primary point of contact for technical assistance through phone, email, or a ticketing system, supporting hardware and software issues.
• Log and manage requests in Harmony, including documenting details, triaging, and escalating complex or infrastructure-level issues to systems administration.
• Perform in-person and remote troubleshooting using ScreenConnect for workstations, laptops, mobile devices, and POS systems.
• Handle the setup, deployment, replacement, and upgrades of end-user hardware such as workstations, monitors, peripherals, printers, and POS terminals.
• Support and manage end-user devices and mobile endpoints using ManageEngine and Iru MDM.
• Resolve end-user issues in Microsoft 365 and/or Google Workspace, including email, file storage, and collaboration tools.
• Support staff onboarding and offboarding through account provisioning, equipment setup, and access requests.
• Diagnose incidents by reviewing symptoms and user-provided details, then determine the most effective resolution path.
• Coordinate with vendors and their support desks when needed.
• Maintain accurate documentation of common issues and resolutions, and keep IT asset records up to date.
• Participate in IT and cross-functional projects as assigned.
• Complete additional duties as assigned.

What you bring

• 2 to 3 years of help desk or desktop support experience.
• Experience with Harmony, including ticket lifecycle, SLAs, and escalation processes.
• Comfort using remote support tools, specifically ScreenConnect.
• Experience with endpoint management platforms, specifically ManageEngine and Iru.
• Ability to support Windows 10/11 and Apple macOS.
• End-user administration support experience for Microsoft 365 and/or Google Workspace.
• Familiarity with peripheral devices including network printers, scanners, monitors, and UPS devices.
• Mobile device troubleshooting for iOS and Android.
• Client-side networking troubleshooting experience, including Wi-Fi connectivity and VPN client issues.
• Strong traits and work style: detail-oriented, methodical, highly organized, proactive, reliable, and able to work independently and collaboratively in a fast-paced environment.
• Strong communication and troubleshooting skills, including the ability to diagnose and explain IT issues to non-technical users both verbally and in writing.
• Customer-focused mindset and interpersonal skills aligned with teamwork.
• Availability for on-call support and occasional travel to KITH stores and the warehouse in New York for project work.

Technologies you’ll work with

• Harmony, ScreenConnect
• ManageEngine, Iru
• Windows 10, Windows 11, macOS
• Microsoft 365, Google Workspace
• iOS, Android, Wi-Fi, VPN client

Compensation and status

• Location: Brooklyn, NY (onsite); HQ - Williamsburg, Brooklyn
• Status: Full-time / 100% on-site
• Salary: USD 65,000 - 70,000 per year

Nice to have qualifications

• Retail-specific experience and knowledge of POS systems, hardware, and peripherals.
• Familiarity with Active Directory / Azure AD user administration, including password resets and group membership.
• Basic understanding of ITIL.
• Relevant certifications such as A+, Network+, and ITIL Foundation.
• For retail project work, opportunity to travel within the US and other locations based on expansion plans.

Who you are

• Detail-oriented, organized, proactive, and reliable.
• Strong troubleshooting and communication skills with a collaborative, customer-focused approach.
• Self-motivated and accountable, with strong interpersonal skills and flexibility in a fast-paced environment.
• Curious and eager to learn, with a willingness to adapt.