Job Title : IT Support Engineer – Tier 2
Location: 180 Maiden Lane, New York, NY 10038
Job Type: Contract
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Work Arrangement: Onsite with travel to remote NYC office locations as required
Rate: $60 to $70 Per Hour
Job Summary
The NYC Department of Investigation is seeking an experienced Tier 2 IT Support Engineer to provide advanced technical support for Windows and macOS workstations, enterprise applications, mobile devices, Microsoft 365, networking, and end-user technology.
The ideal candidate will serve as an escalation point for Level 1 Help Desk support and will troubleshoot complex hardware, software, connectivity, and endpoint issues.
Key Responsibilities
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Provide Tier 2 technical support for Windows and macOS desktops, laptops, peripherals, and enterprise applications.
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Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
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Perform workstation imaging, deployment, upgrades, configuration, and lifecycle support.
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Install, configure, and troubleshoot printers, monitors, docking stations, and other peripherals.
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Provide onsite and remote support to end users.
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Serve as an escalation point for Level 1 Help Desk technicians.
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Troubleshoot basic network connectivity issues involving TCP/IP, Wi-Fi, switches, routers, and access points.
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Assist with installation and troubleshooting of network equipment and cabling.
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Support Microsoft 365 and Azure AD/Entra ID user and device issues.
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Support mobile devices including iOS and Android.
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Assist with MDM platforms such as Workspace ONE/AirWatch.
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Support conference rooms, AV equipment, and office technology.
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Assist with office moves, workstation deployments, and technology installations.
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Maintain hardware inventory and asset records.
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Document incidents, resolutions, and procedures using ServiceDesk Plus or similar ticketing systems.
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Follow ITIL-based support processes and service management practices.
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Escalate complex server, network, security, or infrastructure issues to Tier 3 teams.
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Travel to remote NYC office locations when required.
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Lift and move IT equipment weighing up to 50 lbs.
Required Qualifications
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3–5+ years of IT support experience, preferably in an enterprise environment.
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Strong Windows and macOS troubleshooting experience.
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Experience with desktop/laptop imaging and deployment.
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Experience with Active Directory and Group Policy.
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Knowledge of Microsoft 365 and Azure AD/Entra ID.
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Working knowledge of networking fundamentals, TCP/IP, DNS, DHCP, Wi-Fi, switches, and routers.
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Experience supporting mobile devices and MDM solutions.
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Strong hardware and software troubleshooting skills.
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Experience with IT ticketing systems.
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Excellent customer service and communication skills.
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Ability to work independently and handle multiple priorities.
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Valid driver's license and ability to travel between locations.
Preferred
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ITIL certification.
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CompTIA A+, Network+, or Security+.
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Microsoft certifications.
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Experience with ServiceDesk Plus or ServiceNow.
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Experience in government or municipal environments.
