IT Help Desk Technician

Island Finance LLC

About The Position

The IT Help Desk Technician provides technical assistance and support to Island Finance users for computer systems, hardware, software, phone systems, and audio/visual equipment. The technician responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. The role supports the company's headquarters and branches and includes workstation maintenance, software installation, end-user support and training, security administration, inventory management, and troubleshooting for remote users. Required travel is 25%, including travel to branches for IT-related issues. Availability and flexibility to work rotating weekends are required.

Requirements

Bachelor's degree or equivalent experience in information technology.
Two or more years of experience in a related field.
Experience in financial services, banking, or a heavily regulated business.
Excellent customer service skills.
Thorough knowledge of Microsoft products.
Experience with Microsoft Office 365, email server administration, Windows 10, and Active Directory.
Analytical and problem-solving skills with close attention to detail.
Self-motivated and able to prioritize and execute tasks effectively in a high-pressure environment.
Experience working in a collaborative, team-oriented environment.
Valid driver's license.
Ability and flexibility to work rotating weekends.
Willingness to travel 25%.

Responsibilities

Perform maintenance, software installation, end-user support, and training to ensure workstation and network performance meets company and employee requirements.
Open, monitor, and update service tickets.
Perform limited security administration tasks and manage workstation security policies in accordance with company policies.
Provide technical support to headquarters and branches, including hardware maintenance, patch and security-policy management, software updates, and computer cleanup.
Support PBX systems, including configuring and transferring extensions, configuring access codes, applying version updates and patches, performing system backups, and conducting preventive maintenance.
Maintain inventories of equipment, software, and software licenses.
Respond to customer help requests by email and guide customers through problem resolution.
Run diagnostic programs to resolve problems.
Travel to company branches to address IT-related issues.
Administer the Active Directory network, including creating and modifying accounts and groups, changing group memberships, setting permissions, resetting passwords, and ensuring appropriate access to mailboxes, file shares, and printers.
Troubleshoot and resolve VPN/SSL and RDP connectivity issues for remote users.