Help Desk

A global investment management company is looking to build out their support team with an on-site Help Desk Specialist.

Excellent Benefits
Competitive Salary
Opportunity for Growth

• Respond to and resolve customer inquiries and issues via phone, email, and in-person
• Handle escalations from Level 1 support and provide technical assistance to customers and end-users
• Document customer interactions and issues in our ticketing system
• Escalate and forward more complex issues to the appropriate IT team
• Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
• Identify and recommend solutions to improve customer satisfaction and reduce support calls
• Collaborate with other teams to resolve complex issues and implement new systems and technologies
• Create and maintain support documentation
• Monitoring systems and processes
• Administering users in Active Directory and applications
• Coordinating with vendors to purchase, deploy, and RMA hardware
• Instructing users on technology best practices

Qualifications

• 3+ years of experience in a Help Desk position
• The successful candidate must be a team player with strong customer service and communication skills
• Strong technical knowledge of:

o Microsoft Windows
o PC applications, including Office 365
o Network connectivity, including Wi-Fi
o Mobile devices and associated apps
 Laptop PCs
 iPhones
 iPads

• Collaboration and meeting room technology

 Zoom and Microsoft Teams meetings
 Meeting room video conferencing

• VPN and Citrix remote access
• VOIP telephones
• Strong technical skills and knowledge of hardware, software, and network systems
• Deep understanding of the Windows operating system is a plus
• Application packaging experience is a plus
• Strong understanding of help desk functions and technical support experience
• Strong knowledge of desktop/laptop hardware and BIOS upgrades
• Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
• Networking knowledge (TCP/IP, DHCP, DNS, Wireless)
• Must be able to lift desktops, laptops, monitors, printers, and other IT-related equipment
• Knowledge and understanding of Microsoft Active Directory