Entry Level IT Help Desk Technician

Jobologi•Bryn Mawr, PA

About The Position

This is an entry-level IT Help Desk Technician position responsible for providing comprehensive support to end-users. The role involves troubleshooting hardware and software issues, managing user accounts, assisting with network infrastructure, and contributing to IT projects. The technician will be a primary point of contact for employees and customers, ensuring timely and satisfactory resolution of technical issues and identifying opportunities for process improvement.

Requirements

1-3 years work experience in an IT/network help desk support role.
Experience in working on projects.

Nice To Haves

Previous experience in the financial services industry is helpful.

Responsibilities

Answer inbound telephone and email desktop and systems support requests.
Provide end-user software support, including Windows-based operating systems, Microsoft Office suite, and financial industry applications.
Provide end-user hardware support, including PC repair, fax machine and printer clearing and basic service.
Deploy PC computers, laptops, mobile devices, and cloud PCs.
Conduct new user training and technology introduction.
Document and research all problems and resolutions via online utilities.
Communicate with customers, provide status updates, and follow up to ensure user satisfaction.
Escalate problems to appropriate IT personnel or IT management as necessary.
Handle first-level requests without assistance and maintain a high first-level resolution rate.
Engage in daily contact with all levels of employees and customers for information sharing regarding problem resolution, 'how-to' requests, and expected resolution timeframes.
Identify areas for process improvement, both technical and procedural.
Perform routine patching and maintenance on user PCs and servers.
Provide general support for all electrical or electronic devices, including AV equipment, video teleconferencing, audio teleconferencing, and archival storage equipment.
Manage Active Directory administration of the current environment and new additions.
Maintain and preserve system security.
Document all user, group, and access rights.
Assist in managing network servers and infrastructure, including Windows Operating Systems, Intel servers, and network switch and router fabric.
Perform routine patching and maintenance on all network servers.
Monitor network and server performance and recommend/perform appropriate corrective action.
Help manage the current IP-based network, including routing, switching, cabling, and WAN connections.
Perform emergency service after-hours when needed.
Serve as a resource for all new infrastructure, software implementation, and engineering projects.
Work with senior IT staff to install and configure sponsor-supplied software to remotely access proprietary trading systems.
Work with senior IT staff to coordinate firewall changes and network IP routing changes as needed.
Work with department supervisory staff to solve business process challenges and implement a project plan to increase productivity.