We're looking for an experienced Desktop Support Engineer to join our growing global team!

About the Position:

Reporting to the IT Director, the Desktop Support Engineer will provide first—and second-level technical support to end users, facilitate employee onboarding and offboarding, coordinate on-site IT engagements, and administer licenses. The ideal candidate will be process-orientated and communications-focused.

Details And Functions

• Respond to the organization's technical support requests, new hire set-ups, and offboarding through a mix of remote and in-person support.
• Perform user account management and provisioning and assist with related queries such as password resets and group maintenance.
• Perform deep-level and root-cause analysis of problems encountered during the normal course of business and make suitable recommendations for remediation.
• Participate in testing new software and hardware technologies, create appropriate documentation for rollouts within the organization, and advise IT leadership on recommendations based on derived requirements.
• Provide ‘remote hands’ for Systems and Network Administrators as needed.
• Create and maintain detailed documentation of user queries, issues and resolutions, system processes and license audits.
• Contribute to automation and scripting programs to streamline repetitive tasks.
• Manage and Maintain equipment/asset inventory.
• Participate in on call rotation
  
  

About You:

You are passionate about technology and continuous learning. You are an excellent communicator and a natural problem-solver who can bring clarity to complex problems for non-technical individuals throughout the company.

Additionally, you have:

• Demonstrated experience participating in complex projects, employing analytical skills to diagnose and develop effective solutions.
• Demonstrated ability to troubleshoot and resolve unfamiliar technical problems, making reasonable conclusions based on limited information.
• Ability to work with and communicate effectively with Remote Teams and Management groups to ensure communication is clear and consistent
• Good Understanding of Networking, Cabling, and TCP / IP and DNS
• 3+ years experience troubleshooting Microsoft Windows-based Operating Systems in an enterprise environment.
• 3+ years of experience maintaining and troubleshooting Office applications.
• 3+ years of experience troubleshooting MacOS in an enterprise environment
• 1+ years of experience working with Mobile Device Management solutions such as Microsoft InTune or similar
• Experience working in a service-orientated ticket-based environment
• Willingness to learn and adapt to a growing organization needs
  
  

Preferred / Optional Skills

• Experience working with CAD/CADD Applications such as AutoDesk and Bentley Products
• Experience with Powershell, Python, or other scripting languages
• Experience with Citrix Workspace, XenApp, Parsec, or Teradici
• Experience with Media environments (large video files/edits) a plus
  
  

Preferred Education / Certifications

• CompTIA A+
• Microsoft 365 Certified Fundamentals
• Candidates should have completed a college degree in a related computer support field or equivalent experience with technical troubleshooting and analysis
  
  

Additional Considerations:

• Occasional travel to domestic and international destinations outside the United States is required.
• This is a hybrid role that requires at least two days a week in our studio location in Flatiron, New York City + on-call availability
  
  

Physical Demands

• Primarily walking, standing, and bending with some sitting, stooping, and kneeling.
• Ability to communicate effectively with verbal, visual, and listening skills.
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required equipment and computer keyboard, mouse, and other technical instruments.
• Able to lift and carry heavy equipment, up to 50 pounds.
• Ability to climb ladders and work on a raised platform.
• Ability to comfortably use tools such as screwdrivers and pliers.
  
  

Salary Pay Range

$65,000—$80,000 USD

About Journey:

Journey is a global design and innovation studio pioneering multidimensional experiences (MDX) that transform how people perceive, engage, and interact with the world. With studios in New York, London, Miami, and Dubai, we blend strategy, design, technology, and narrative to create sensory-rich journeys that ignite emotion and deepen connections between people, brands, and culture.

Journey was formed in 2022 by visionary leaders who refuse to accept limits. United through the acquisitions of award-winning studios ICRAVE, Squint/Opera, 59, and VMI Studio, together, we form something new: a multidimensional design practice with unparalleled expertise across the physical, immersive, and digital realms.

But we're so much more than a combination of acquisitions; we're a revolutionary framework of layered design capabilities akin to the layers of a technology stack for software companies. Like the best technology stacks, our framework continuously evolves to embrace new capabilities and creative possibilities with the future of the human experience at the forefront. This game-changing framework, the Journey Experience Stack, allows us to design for every touchpoint and create uncommonly cohesive brand universes, drawing on our collective expertise in interior design, lighting design, media design, interactive design, and content creation to deliver industry-first solutions for entertainment, healthcare, retail, hospitality, real estate, and cultural institutions.

No other full-service studio practices multidimensional design or vertically integrates its experience capabilities with this level of sophistication. Whether we’re reimagining the hospital-patient relationship, creating the world’s most immersive entertainment venue, revolutionizing live theater, or crafting virtual twins that accelerate ideas’ passage from vision to reality, Journey’s work is pioneering the shift of how people perceive, engage, and interact with the world.