HelpDesk Specialist

Commonwealth Financial Network•Waltham, MA

21d•Hybrid

About The Position

If you’re looking for a high-energy, inclusive atmosphere and a company that understands the importance of work/life balance, Commonwealth is your match! From generous bonus and 401(k) programs to tuition reimbursement and flexible work schedules, Commonwealth is focused on helping its employees thrive in an environment suited to their needs. On top of all that, the Technology department offers a hybrid work schedule, so you’ll be able to work from home for part of the week! We’re looking for a helpdesk specialist to join our ranks. Are you a proactive problem solver with exceptional customer service skills? As a helpdesk specialist, you will put your technical expertise to use, providing our more than 900 home office employees with the technical support they need to do their jobs. In addition, you’ll provide technical recommendations and support to our more than 2,000 advisors, as well as their staff, regarding any technology they use. Ours is a fast-paced, on-your-toes environment, and a positive, can-do attitude is a must. Please note: This is a full-time opportunity, working 8:30 a.m. to 5:00 p.m. EST with a 30-minute lunch break.

Requirements

Excellent communication skills (phone etiquette, listening skills, and follow-up skills)
Knowledge and experience troubleshooting basic-to-advanced Windows 10/11 OS and browser problems
Experience with Microsoft Office Suite 2016, 2019, and Office 365 functionality and troubleshooting basic connectivity issues; experience with advanced Microsoft Outlook functionality and protocols involved with connecting to Exchange
Knowledge of Active Directory, Azure, and domain environments
Experience in providing mobile device support (iOS, Android)
Ability to troubleshoot TCP/IP networking issues, including network devices such as printers and scanners
3+ years’ experience working in a technical support role

Nice To Haves

CompTIA A+, Microsoft MD-100, or equivalent technical certification preferred

Responsibilities

Providing first-level technical support to home office staff, as well as to Commonwealth advisors and their staff, on a wide range of issues and products
Prioritizing and processing help requests to identify and resolve technical issues