IT Help Desk Tech

Description

No Sponsorship will be provided for this role.

Location:

On Site at location listed in posting

Weekly

Schedule:

Monday
- Friday, 9am-5pm

• Provide support for technology issues, including personal computers, printers and multi-functional devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry.
• Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc.
• Provide accurate and complete description of the issue, inquiry or request in call record or incident management tracking application.
• Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required.
• Determine when field support is necessary and dispatch appropriate vendors.
• Contribute to internal knowledge base, according to normal support triage, research and documentation.
• Level 1 technicians escalate issues as necessary to Level 2 technicians.

• Good foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues.
• Other areas of knowledge such as networking, database, server/client relationships are a plus.
• Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, IT team members and vendor partners.
• Experience working in an inbound help desk environment to include knowledge of responsibilities, processes, and procedures.
• Excellent verbal and written communications skills
• Excellent interpersonal and professional interaction skills
• Self-motivated and directed, capable of independent decision making and prioritization of tasks
• Knowledge of Service Now a plus
• Minimum of 1 year in a similar job function required
• Degree in IT related field or technical certifications a plus

• Work performed in an office environment
• Travel is rare but may be required as needed (less than 10%)
• After hours availability required as needed for all helpdesk staff

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights poster from the Department of Labor.