Help Desk Support

Summary

Fintech is a company that has redefined B2B relationships in various industries for over 35 years. They are seeking a Help Desk Support professional to provide technical support for computer systems, software, and hardware, manage user accounts, and maintain IT asset inventories while ensuring effective communication and documentation of processes.

Responsibilities

• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware
• Manage support requests in a ticketing system in a timely and effective manner, per defined policy and SLA
• Create, configure, and maintain user accounts, email accounts, and related services
• Procure, configure, and deploy, IT equipment and peripherals
• Manage inventory of physical equipment, software, and software licenses
• Create and maintain process documentation related to job responsibilities
• Effectively communicate within department and cross-functionally, as appropriate
• Identify and escalate concerns to the manager
• Provide manager with report(s) on status of support activities, follow-up, and adherence to goals
• Participates in meetings and is dependable as a resource on assigned projects
• Other responsibilities as assigned

Skills

• Working knowledge of Active Directory, Entra ID, Office 365, Exchange Online, Microsoft Intune, SMB file shares, and Windows 11
• Working knowledge of PC hardware and peripherals including but not limited to: computers, printers, scanners, & mobile devices (iOS, Android)
• Working knowledge of client PC connectivity: Wireless, Ethernet, TCP/IP, & VPN
• Excellent customer service and troubleshooting skills
• Effective written and oral communication skills
• Ability to communicate technical information, oral and written, to both technical and non-technical recipients
• Ability to self-manage time and workloads, work independently, and work as a team member
• Degree in MIS, Computer Science, or related technical degrees are not required, but are a plus
• Certification from Cisco, CompTIA, Microsoft, VMware, or similar
• PowerShell scripting
• Experience configuring, maintaining, and troubleshooting Microsoft Autopilot and Intune environments, including but not limited to: device & user configuration, device & user profiles, application packaging
• Familiarity with on-premise and Microsoft Entra networking in an enterprise environment
• Familiarity with Atlassian Jira ITSM & Microsoft DevOps
• Familiarity with Mimecast
• Familiarity with antimalware solutions, such as Arctic Wolf, CrowdStrike, Defender for Endpoint, & Trend Micro WFBS

Qualifications

Must Haves

• Working knowledge of Active Directory, Entra ID, Office 365, Exchange Online, Microsoft Intune, SMB file shares, and Windows 11
• Working knowledge of PC hardware and peripherals including but not limited to: computers, printers, scanners, & mobile devices (iOS, Android)
• Working knowledge of client PC connectivity: Wireless, Ethernet, TCP/IP, & VPN
• Excellent customer service and troubleshooting skills
• Effective written and oral communication skills
• Ability to communicate technical information, oral and written, to both technical and non-technical recipients
• Ability to self-manage time and workloads, work independently, and work as a team member

Nice to Haves

• Degree in MIS, Computer Science, or related technical degrees are not required, but are a plus
• Certification from Cisco, CompTIA, Microsoft, VMware, or similar
• PowerShell scripting
• Experience configuring, maintaining, and troubleshooting Microsoft Autopilot and Intune environments, including but not limited to: device & user configuration, device & user profiles, application packaging
• Familiarity with on-premise and Microsoft Entra networking in an enterprise environment
• Familiarity with Atlassian Jira ITSM & Microsoft DevOps
• Familiarity with Mimecast
• Familiarity with antimalware solutions, such as Arctic Wolf, CrowdStrike, Defender for Endpoint, & Trend Micro WFBS