Support employees with day-to-day IT troubleshooting as the first line of help for computer, software, and hardware issues.

Serve as the initial point of contact for end-user troubleshooting across Information Technology systems and services.
Log, track, and document help desk requests, including all decisions/actions taken through final resolution.
Escalate unresolved issues to the appropriate technical support or application resources to ensure timely follow-up.
Provide end users with problem status updates and resolution details.
Conduct post-resolution follow-ups to confirm outcomes, evaluate resolutions, and identify recurring trends.
Continuously learn and support the organization’s required software and hardware.
Maintain accurate hardware inventory records and systems.
Perform and document scheduled workstation maintenance.
Complete employee onboarding and offboarding IT procedures, including Active Directory setup and removal.
Instruct users on equipment and software use, including training on equipment usage and working through manuals.
Manage sign-outs of IT equipment for employees.
Act as backup support to the IS Junior Administrator and Network Administrator.
Participate in the 24-hour on-call IS Hotline schedule.

4+ years of relevant IT experience or an Associate’s degree in Computer Science, Network Administration, or a related field (or equivalent education).
Strong communication, customer service, and phone support skills.
Excellent attention to detail, organization, and time management.
Ability to manage multiple priorities and meet deadlines.
Strong analytical and problem-solving skills.
Self-motivated with the ability to work independently and as part of a team.
Comfort working in a diverse, fast-paced environment where priorities and technology may change.
Flexibility to work occasional evenings or adjusted hours as needed.
CompTIA A+, Microsoft Certified Professional, or other industry certifications preferred.
Experience training or instructing employees preferred.
Citrix and thin-client/thin terminal environment experience preferred.
Financial services industry experience preferred.

HelpDesk Technician

Job Description