Senior Information Technology Specialist

A growing investment management and financial services organization is seeking an experienced Senior Help Desk Specialist to provide exceptional end-user support and contribute to the delivery of a reliable, high-quality technology experience across the business.

This role serves as a key member of the IT team, supporting employees across multiple office locations while acting as a primary point of contact for technical issues, device administration, onboarding activities, collaboration technologies, and service desk operations. The ideal candidate combines strong technical troubleshooting skills with a customer-focused mindset and a passion for delivering excellent support.

• Serve as a primary escalation point for employee technology support requests.
• Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
• Manage support requests through IT service management platforms, ensuring timely resolution and accurate documentation.
• Maintain high levels of customer satisfaction through responsive and professional support.
• Troubleshoot issues across desktops, laptops, mobile devices, printers, peripherals, and collaboration tools.

• Coordinate technology onboarding and offboarding activities for employees.
• Provision user accounts, deploy hardware, configure devices, and manage access requests.
• Ensure equipment tracking, recovery, and inventory processes are properly maintained.
• Support employee transitions while maintaining security and compliance standards.
• Assist with administration of Mobile Device Management (MDM) platforms.
• Support enrollment, configuration, and lifecycle management of Windows, macOS, and mobile devices.
• Assist with endpoint security, patching, device compliance, and policy enforcement initiatives.
• Partner with infrastructure teams to maintain a secure and standardized endpoint environment.

• Support audio-visual systems, conference room technology, and virtual meeting platforms.
• Troubleshoot conferencing, presentation, and hybrid meeting issues.
• Ensure meeting spaces remain operational and properly maintained.
• Assist with technology setup for executive meetings and special events when required.

• Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
• Identify recurring issues and recommend improvements that enhance user experience and operational efficiency.
• Contribute to service desk process improvements and support standards.
• Assist in developing self-service resources for end users.

• Support hardware procurement, deployment, asset tracking, and inventory management.
• Maintain accurate records of assigned equipment and technology assets.
• Assist with technology refresh projects and office expansion initiatives.
• Coordinate hardware replacements and lifecycle planning activities.

• Participate in system upgrades, application deployments, office technology projects, and infrastructure initiatives.
• Partner with engineering and infrastructure teams on technology rollouts and testing efforts.
• Assist with implementation and user adoption of new technologies.
• Provide operational support during technology change initiatives.

• 5+ years of experience in Help Desk, Desktop Support, IT Support, or End User Services environments.
• Proven experience supporting Windows and/or macOS environments in a professional setting.
• Experience utilizing ITSM platforms such as Service Now, Jira Service Management, or similar ticketing systems.
• Strong knowledge of Microsoft 365, Outlook, and user account administration.
• Fa…