Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide frontline technical assistance for retail kiosk environments in New York, New York. This Long-term Contract position focuses on maintaining reliable day-to-day system performance, responding quickly to user-reported issues, and helping store teams keep devices operational during business hours. The ideal candidate is comfortable working with Windows-based systems, handling service desk activity, and applying practical troubleshooting methods to resolve hardware and connectivity concerns.
Responsibilities:
• Oversee kiosk status dashboards and respond to system-generated alerts throughout retail operating hours to help maintain service availability.
• Conduct routine daily checks to confirm kiosks are functioning properly and verify performance after updates or changes are applied.
• Serve as the first point of contact for technical problems involving unresponsive screens, network interruptions, offline equipment, and peripheral malfunctions.
• Investigate and address incidents by following documented support procedures, using administrative tools, and performing basic device-level diagnostics.
• Guide store personnel through practical recovery steps such as restarting equipment, restoring wireless connections, cycling power, and maintaining camera cleanliness.
• Document support activity in the ticketing system and ensure issues are tracked, updated, and escalated when needed.
• Assist with Windows-based desktop and kiosk support tasks to promote stable operation across the retail environment.• Experience providing help desk or desktop support in a fast-paced technical environment.
• Working knowledge of Microsoft Windows, including Windows 10 administration and user support.
• Familiarity with Active Directory for basic account or access-related support tasks.
• Ability to troubleshoot hardware, connectivity, and general system issues using a structured approach.
• Experience managing or updating service desk tickets with clear and accurate notes.
• Strong communication skills with the ability to support non-technical users with careful attention to detail.