Help Desk Support
About The Position
This is a fantastic opportunity to get your foot in the door with a highly respected financial services organization. The Technology Service Center (TSC) is often a launchpad into long-term IT careers, with many contractors moving into full-time or advanced IT roles within the organization. You’ll receive extensive enterprise-level training, work with modern tools, and support thousands of internal users across a wide range of technologies. The Technology Service Center consists of 84 agents (FTE + contractors) Supports thousands of internal employees Handles 800–1,100 calls per day Individual agents typically manage 10–30 calls per day Ticketing system: ServiceNow Applications supported range from Microsoft products to proprietary systems You’ll be the first point of contact for technical support, delivering fast, professional, and accurate solutions in a high-volume, metrics-driven call center environment. This is a 100% phone-based role.
Requirements
- 2–3 years of recent help desk or service desk experience
- Strong troubleshooting skills across hardware, software, and applications
- ServiceNow experience required
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Professional demeanor at all times (supporting employees at all levels)
- Comfortable working in a high-volume, metric-driven environment
- Reliable, coachable, and detail-oriented
- Identity & Access Management
- Active Directory (user & access management)
- Multi-Factor Authentication (MFA)
- FIDO passkeys
- Endpoint & Productivity Tools
- Windows OS troubleshooting
- Microsoft 365 / Microsoft Office
- Adobe products
- Device & Mobility
- Mobile Device Management (MDM)
- Virtual Environments
- Citrix or virtual desktop environments
- Application Support
- Internal / proprietary applications
- Web-based applications
- Browser troubleshooting
- Networking Fundamentals
- VPN
- Wi-Fi
- TCP/IP
- Peripheral Support
- Printers and scanners
Responsibilities
- Serve as frontline technical support for internal employees
- Troubleshoot and resolve hardware, software, application, and connectivity issues
- Clearly explain technical solutions to non-technical users with empathy and professionalism
- Document issues, resolutions, and follow-ups accurately in ServiceNow
- Maintain full ownership of tickets from creation through resolution
- Use knowledge bases and internal tools to drive first-contact resolution
- Assist users with: Account access and entitlements Online system requests Basic software installations
- Perform initial diagnostics for hardware, software, VPN, Wi-Fi, and network issues
- Escalate major issues, outages, or trends to leadership as needed
- Accurately track work using required activity and time codes
- Meet performance metrics including call quality, After Call Work (ACW), and schedule adherence
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
