Information Technology Desktop Support

Mid-Tier Network Admin / Infrastructure Support Specialist

Architecture & Design Firm – New York, NY

Position Summary

We are seeking an experienced Mid-Tier Desktop Support Specialist to join our Information Technology team as a temporary hire with possibility of permanent positioning.

The candidate will be supporting a fast-paced architectural and design environment. This position combines desktop support, systems administration, network support, virtualization, storage administration, and architectural software support.

The ideal candidate will possess strong technical troubleshooting skills, experience supporting creative and production environments, and working knowledge of enterprise infrastructure including WatchGuard firewalls, VMware virtualization, SAN storage, Active Directory, Microsoft 365, and architectural design software.

This role serves as the primary escalation point for desktop and workstation issues while also assisting with infrastructure, security, virtualization, storage, cloud services, and executive support.

Key Responsibilities

End User Support

• Provide Tier 1 and Tier 2 desktop support for architects, designers, executives, accounting staff, and administrative personnel.
• Troubleshoot hardware, software, operating system, and application issues.
• Install, configure, image, and deploy desktops, laptops, and mobile devices.
• Support Windows 10 and Windows 11 environments.
• Configure and maintain docking stations, monitors, printers, scanners, and peripherals.
• Provide remote and in-person support.
• Manage and prioritize support requests through the IT ticketing system.
• Create and maintain technical documentation and knowledge base articles.
• Train users on software and technology best practices.

Architectural Design Technology Support

• Install, configure, and support:
• Autodesk Revit
• AutoCAD
• Rhino
• 3ds Max
• Enscape
• Lumion
• V-Ray
• Adobe Creative Cloud
• Bluebeam Revu
• BIM 360 and Autodesk Construction Cloud
• Support rendering workflows and GPU-intensive applications.
• Troubleshoot workstation performance bottlenecks.
• Manage NVIDIA RTX GPU drivers and optimization.
• Support BIM collaboration environments and Revit Worksharing.
• Support render farm infrastructure and rendering-related issues.
• Troubleshoot large-format plotters and presentation output systems.

Infrastructure Support

WatchGuard Firewall Administration

• Manage firewall policies and security rules.
• Configure and troubleshoot VPN connections.
• Support SSL VPN and Mobile VPN users.
• Monitor firewall performance and security events.
• Assist with network segmentation and security initiatives.

Network Administration

• Support enterprise switching environments.
• Configure VLANs and switch ports.
• Troubleshoot:
• TCP/IP
• DNS
• DHCP
• Routing
• Wireless networking
• VPN connectivity
• Support:
• Cisco switches
• Aruba switches
• HP switches
• Ubiquiti equipment
• Utilize network monitoring and diagnostic tools including Wireshark.

VMware Virtualization

• Administer VMware ESXi hosts.
• Support VMware vCenter.
• Provision and maintain virtual machines.
• Manage snapshots and datastores.
• Monitor virtual infrastructure performance.
• Perform host maintenance and upgrades.
• Assist with disaster recovery procedures.

SAN Storage Administration

• Support enterprise SAN environments.
• Provision storage and manage LUN assignments.
• Monitor storage utilization and performance.
• Understand RAID technologies.
• Support:
• Fibre Channel
• iSCSI
• Backup integration
• Assist with storage upgrades and maintenance.

Microsoft Infrastructure

Active Directory

• Create, modify, and disable user accounts.
• Manage security groups and permissions.
• Perform onboarding and offboarding activities.
• Administer Group Policy.
• Manage file and folder permissions.

Windows Server

• Support Windows Server 2019 and 2022 environments.
• Support DNS and DHCP services.
• Support file and print services.
• Troubleshoot server-related issues.

Microsoft 365 & Cloud Services

• Administer Microsoft 365 environments.
• Support:
• Exchange Online
• Teams
• SharePoint Online
• OneDrive
• Intune
• Entra ID (Azure AD)
• Manage MFA and security policies.
• Support cloud-based SaaS applications.
• Assist with cloud migrations and integrations.

Cybersecurity

• Maintain endpoint protection platforms.
• Monitor security alerts.
• Support vulnerability remediation efforts.
• Manage endpoint encryption.
• Support security awareness initiatives.
• Assist with incident response procedures.
• Support backup and disaster recovery programs.

Executive & VIP Support

• Provide white-glove support to executive leadership.
• Support principals, directors, and senior management.
• Maintain executive workstations and mobile devices.
• Ensure rapid response and resolution of executive technology issues.
• Support executive conference rooms and presentations.

Conference Rooms & Audio Visual Support

• Support Teams Rooms and Zoom Rooms.
• Maintain conference room AV systems.
• Troubleshoot projectors, displays, microphones, and presentation systems.
• Coordinate AV upgrades and installations.

Mobile Device Management

• Deploy and manage mobile devices.
• Support MDM platforms.
• Support telecom services and carriers.
• Manage device enrollment and security policies.

Software & Licensing Management

• Administer Autodesk licensing.
• Administer Adobe licensing.
• Manage software deployment and upgrades.
• Maintain software asset inventory.
• Track license compliance and renewals.

Vendor & Project Coordination

• Coordinate with technology vendors and service providers.
• Assist with IT budgeting and forecasting.
• Manage hardware procurement.
• Support office moves, expansions, and renovations.
• Participate in infrastructure and technology projects.

Hardware Support

Experience supporting:

• Dell Precision Workstations
• HP Z-Series Workstations
• NVIDIA RTX GPU platforms
• Dell and HP laptops
• Printers and multifunction devices
• Large-format plotters
• Docking stations
• Multi-monitor environments
• UPS systems
• Server hardware

Physical Requirements

• Ability to lift, carry, move, and install equipment weighing up to 50 pounds.
• Ability to rack and unrack servers, switches, SAN equipment, and UPS units.
• Ability to move desktop workstations, monitors, printers, and networking equipment.
• Ability to work in server rooms and telecommunications closets.
• Ability to crawl under desks and access tight spaces for cabling and equipment installation.
• Ability to climb ladders when required.
• Ability to push carts and transport equipment throughout office locations.
• Ability to perform workstation deployments and office moves.
• Occasional after-hours and weekend work required.
• Occasional Travel to Southampton, Philadelphia and Aspen.

Required Qualifications

• 5+ years of Desktop Support, Systems Support, or Infrastructure Support experience.
• Experience supporting architectural, engineering, design, or creative environments preferred.
• Experience with:
• WatchGuard Firewalls
• VMware ESXi and vCenter
• SAN Storage
• Microsoft 365
• Active Directory
• Windows Server
• Network troubleshooting
• Strong customer service and communication skills.
• Ability to support high-demand users and executives.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Azure Fundamentals
• Microsoft Modern Desktop Administrator
• VMware VCP
• WatchGuard Network Security Certification
• Cisco CCNA

Preferred Experience

• Architectural, Engineering, or Construction (AEC) industry experience.
• Revit Worksharing and BIM workflows.
• Render farm administration.
• Veeam Backup & Replication.
• PowerShell scripting.
• SharePoint administration.
• Enterprise storage platforms.