IT Help Desk Tier 1

Siepe•New York City, NY

13h•Hybrid

About The Position

As a Tier 1 IT Support Engineer, you will serve as the first point of contact for technical support issues. Primarily remotely supporting clients but on-site support will be needed at times. This role blends technical problem-solving with exceptional customer service/communication skills, supporting cloud-first environments and high-demand financial users. It is vital that this role is carried out in a professional, courteous, and friendly manner as they will be working very closely with our client and represent Siepe. We are currently seeking a customer service–focused engineer to provide white-glove onsite support for our primarily U.S. based clients. The position includes both support of Siepe employees and IT MSP client users. The client environments are heavily cloud-based, with minimal on-premises infrastructure.

Requirements

2-3 years of previous IT support experience; MSP experience preferred
Excellent communication and interpersonal skills
Excellent attention to detail and time management
Expertise with ticketing system(s), time entry/management, and SLA-drive environments
In-depth knowledge of Microsoft operating systems is required
Expert level knowledge in supporting Windows 10 and 11 workstations
Working knowledge of Windows Server 2025, 2022, and 2019
Proficient in Microsoft Active Directory (traditional and Entra ID)
Create AD users, groups, and group policies with minimal guidance
Manage workstations in traditional domain and Entra ID
Manage file server shares and permissions
Knowledge and experience with Microsoft 365 Entra ID SharePoint Endpoint/Intune Exchange Online Teams
Strong understanding of security best practices as it relates to securing local applications, end user data, and workstations
Amazon AWS and Microsoft Azure cloud support experience (setup, configuration, design and support of cloud based workloads)
Experience supporting and setting up Microsoft 365 users, accounts, configurations
Familiarity with Mobile Device Management and Mobile Application Management platforms (Endpoint/Intune, Azure Conditional Access)
Basic networking skills and infrastructure skills like: Firewall configuration Rule creation Troubleshooting of network route and connectivity issues Wireless network and access point setup and support
In-depth knowledge of supporting Excel and add-ins
Bloomberg application support experience
Software deployment experience
Cloud VOIP experience
Quickbooks support experience
Experience with Scripting – PowerShell and command line
Self-motivated, self-starter, and challenge-seeker

Responsibilities

Delivering white glove service for support requests for end users, workstations, conference rooms, and any other IT managed resources
Work with our IT Infrastructure, Implementation, Relationship Management, and Service Desk teams supporting our client both as front-line Service Desk support, dedicated onsite support, and on implementation projects
Install, configure, and support local desktop applications in a Windows based environment
Install, configure, and support virtual and physical workstations (desktops/laptops with multiple monitors)
Monitor ticketing systems for inbound support requests, ensuring timely acknowledgment and response in accordance with defined SLAs
Monitor infrastructure and system alerts across all monitoring platforms, identifying, investigating, and escalating issues as required
Perform system health checks following a detailed checklist to verify the status of critical systems and services, addressing or escalating issues as necessary
Execute routine maintenance tasks as directed, ensuring adherence to standard operating procedures and change management processes
Managing and updating IT inventory
Coordinate escalations by contacting escalation team members or responsible personnel in the event of critical incidents requiring immediate attention.
Recommend and implement solutions that will help to propel Siepe’s reputation as a high-quality IT services provider in the financial services space
Work closely with senior leadership on opportunities where technical expertise is required during the business development process

Benefits

Competitive Compensation Packages, including Annual Performance-Based Bonuses
401(k) Retirement Plan with company match
Employee Referral Program
Comprehensive Health, Dental, Vision, and Life Insurance
Flexible plans tailored to support individuals and families
Annual investment in your Learning & Development goals
On-the-job exposure to innovative technologies and financial strategies
Growth opportunities in a collaborative, fast-paced environment that values continuous improvement
Flexible Time Off (FTO)
Flexibility to recharge and maintain work-life balance
Daily meal delivery allowance when working from the office
Monthly Celebrations and Quarterly Offsite Events
Annual Holiday Party to celebrate milestones and build team connection
A vibrant, inclusive office culture that blends fun with purpose