IT Support Specialist II - Desktop & End User Support

IHL Group is hiring an IT Support Specialist II to provide hands-on technical support to approximately 300 employees across macOS and Windows platforms. The role troubleshoots and resolves user issues, manages support requests, deploys and maintains devices and software, and helps improve IT service quality.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for macOS and Windows workstations, laptops, peripherals, and business applications
• Troubleshoot hardware, software, network connectivity, printing, and application performance issues
• Support Adobe Creative Cloud applications, including Illustrator, Photoshop, and related creative workflows
• Diagnose and resolve Google Workspace issues involving Gmail, Google Drive, account access, and collaboration tools
• Manage incoming support tickets, prioritize requests appropriately, and ensure timely resolution
• Provide in-person desk-side assistance and remote troubleshooting for employees
• Install, configure, maintain, and deploy workstations and software
• Assist with device management, software deployments, and patching using Mosyle and Action1
• Support employee onboarding, offboarding, and workstation replacements
• Troubleshoot basic LAN, Wi-Fi, VPN, and network connectivity issues
• Escalate complex infrastructure or security issues when appropriate, providing clear documentation of troubleshooting performed
• Maintain accurate ticket records and contribute solutions to the internal IT knowledge base
• Collaborate with the ITS team to identify recurring technical issues and implement long-term improvements
• Follow established IT security policies, endpoint compliance standards, and support procedures

Preferred

• Experience supporting Adobe Creative Cloud applications in a design, fashion, or creative production environment
• Experience with Mosyle, Jamf, or other Apple device management platforms
• Familiarity with Action1 or other Windows endpoint management solutions
• Experience with Google Workspace administration
• Familiarity with Synology NAS systems, SMB file shares, and network storage
• Experience with Ubiquiti UniFi networking equipment
• Familiarity with 3CX or other business VoIP platforms
• Experience with IT ticketing systems and knowledge-base documentation
• CompTIA A+, Network+, or equivalent technical certifications
• Adobe Creative Cloud Support
• Creative Production Experience
• Apple Device Management
• Windows Endpoint Management
• Google Workspace Administration
• Synology NAS Systems
• SMB File Shares
• Network Storage
• Ubiquiti UniFi Networking
• Business VoIP Platforms
• IT Ticketing Systems
• Knowledge-Base Documentation
• CompTIA A+
• CompTIA Network+
• Equivalent Technical Certifications

Benefits

• Access to company-sponsored health insurance plans.
• Company-sponsored 401(k) with employer matching contributions.
• Paid vacation and personal time off in accordance with company policy.
• Company-wide paid time off in observance of Jewish holidays, in addition to regular PTO.
• Opportunities to develop technical skills and gain experience with enterprise IT infrastructure, cybersecurity, cloud technologies, and endpoint management.
• Work alongside an experienced technology team supporting a dynamic and growing organization.

Company

• Women’s and children’s apparel manufacturer and wholesaler
• New York, New York, USA
• https://ihlgroup.com/
• Founded in 2007
• 51-200 employees

Qualifications

• 3+ years of professional IT help desk, desktop support, or end-user technical support experience
• Strong troubleshooting skills across both macOS and Windows operating systems
• Experience supporting users in a corporate environment
• Working knowledge of Microsoft Office, Google Workspace, and common business applications
• Familiarity with Active Directory, user account management, permissions, and multifactor authentication
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and basic connectivity troubleshooting
• Experience installing, configuring, and troubleshooting computer hardware and peripherals
• Strong written and verbal communication skills
• Ability to manage multiple support requests while maintaining a high standard of customer service
• Ability to troubleshoot and resolve issues independently with minimal supervision
• Strong organizational skills, attention to detail, and a sense of ownership
• Responsive: Understands that employees depend on technology to do their jobs and that timely assistance matters
• Resourceful: Investigates problems thoroughly and takes initiative to find solutions
• Accountable: Takes ownership of assigned requests and follows through until resolution
• Professional: Communicates clearly, patiently, and respectfully with employees at all technical skill levels
• Proactive: Identifies recurring issues and looks for opportunities to prevent them
• Team-oriented: Works collaboratively with other ITS team members while being comfortable operating independently
• Experience supporting Adobe Creative Cloud applications in a design, fashion, or creative production environment
• Experience with Mosyle, Jamf, or other Apple device management platforms
• Familiarity with Action1 or other Windows endpoint management solutions
• Experience with Google Workspace administration
• Familiarity with Synology NAS systems, SMB file shares, and network storage
• Experience with Ubiquiti UniFi networking equipment
• Familiarity with 3CX or other business VoIP platforms
• Experience with IT ticketing systems and knowledge-base documentation
• CompTIA A+, Network+, or equivalent technical certifications
• 3+ years of professional IT help desk, desktop support, or end-user technical support experience.

Required skills

• Active Directory, Computer Hardware and Peripherals, DHCP, DNS, Google Workspace, MacOS, Multi-Factor Authentication, TCP/IP, Wi-Fi, Windows

Preferred skills

• CompTIA A+, Network+, or equivalent technical certifications, Experience with Google Workspace administration, Experience with Ubiquiti UniFi networking equipment, Familiarity with 3CX or other business VoIP platforms

Experience

• 3+ years