IT Service Desk Specialist
About The Position
Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years. As Principal continues to modernize its systems, this role will offer you an exciting opportunity to build solutions that will directly impact our long-term strategy and tech stack, all while ensuring that our products are robust, scalable, and secure! What you will be doing: Log, diagnose, and resolve computer-related tickets. May coordinate the initial set-up and maintenance/repairs of computer hardware and/or client software. Log, diagnose, and resolve computer-related tickets. Ensure timely resolution or response to trouble tickets to minimize impact on business partners' daily activities. Troubleshoot and identify problems, suggest solutions and/or determine escalation path with team, support areas and/or vendors. May configure, install and maintain complex PC-related hardware and software in accordance with established procedures and guidelines and provide instruction/education to PC users in adapting new systems. Assist in testing new applications and technologies and report on their functionality. May coordinate the timely and effective repair of computer hardware in accordance with established guidelines. Assist with documentation for troubleshooting or applications and train team members and business partners. Monitor applicable systems and communicate issues in accordance with established procedures and guidelines. Identify trends and ensure systems are available and operational to keep overall downtime to a minimum. May assist in the development of policies/procedures on security, data back-up, equipment usage, and maintenance. Perform other job-related duties or special projects as required.
Requirements
- High school diploma or equivalent required
- 1+ years related work experience required
- Intermediate technical PC skills including knowledge of operating systems, networking and/or hardware required
- Must be detail oriented and have strong communication, customer service, analytical and problem-solving skills
- Ability to maintain confidentiality is essential
Nice To Haves
- Computer-related designation or certification preferred
Responsibilities
- Log, diagnose, and resolve computer-related tickets.
- Ensure timely resolution or response to trouble tickets to minimize impact on business partners' daily activities.
- Troubleshoot and identify problems, suggest solutions and/or determine escalation path with team, support areas and/or vendors.
- Configure, install and maintain complex PC-related hardware and software in accordance with established procedures and guidelines and provide instruction/education to PC users in adapting new systems.
- Assist in testing new applications and technologies and report on their functionality.
- Coordinate the timely and effective repair of computer hardware in accordance with established guidelines.
- Assist with documentation for troubleshooting or applications and train team members and business partners.
- Monitor applicable systems and communicate issues in accordance with established procedures and guidelines.
- Identify trends and ensure systems are available and operational to keep overall downtime to a minimum.
- Assist in the development of policies/procedures on security, data back-up, equipment usage, and maintenance.
- Perform other job-related duties or special projects as required.
Benefits
- Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.
- Pension Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
