Hybrid Biometrics Helpdesk Analyst

IT Helpdesk Analyst

An employer is seeking a highly skilled IT helpdesk analyst with 1+ years of corporate IT experience to support the rollout of a new enterprise login process, including biometric & password-less authentication for one of our largest national banking and financial services clients. In this role you'll receive hands-on training across enterprise-wide support areas, with initial priority placed on assisting users with login, authentication, and access-related issues.

The users of this application are internal financial advisors who will be impacted by this rollout. This team goes on site 4 days per week with the option to work from home one month after completing training. This is a 6-month contract position, with potential for extension based on performance and business needs.

Key Responsibilities:

-Serve in the call queue and provide timely and accurate support for login and authentication issues, especially related to biometric & password-less authentication for US Wealth Management users.

-Provide secondary troubleshooting support for:

- Windows 11 OS

- iOS and Android mobile devices

- Microsoft applications, especially Outlook

- Laptop and desktop hardware, including monitors and printers

- Network drive access and mapping

-Document troubleshooting steps within tickets including resolutions, and escalations according to team standards. Deliver a high level of customer service with empathy, professionalism, and clarity.

Skills and Requirements:

-1+ year of experience in a corporate IT support or help desk environment or completion of CompTIA A+.

Prior experience working in a high-volume call queue environment.

Proficiency in:

- Windows 11

- iOS/Android device support

- Microsoft Outlook & Office Suite

- Basic hardware troubleshooting (laptops, printers, monitors)

- Network drive navigation and basic mapping

-Strong communication and customer service skills or white glove support.

Key

Soft Skills:

-Customer-focused mindset

-Critical thinking and problem-solving

-Empathy and patience

-Strong organization and time management

-Ability to remain calm and professional under pressure
-Experience with biometric login process/password-less authentication, or similar login technologies.

Basic understanding of:

- Active Directory

- Hard and soft token authentication