Level 1 Service Desk (CW)

Guggenheim Investments•New York, NY

About The Position

The Service Desk – Tier 1 Support Specialist is the first point of contact for our employees experiencing technical challenges. Your primary responsibility is to provide exceptional user support, ensuring a positive and productive experience with our technology. You will troubleshoot and resolve technical issues related to Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, prioritizing rapid response and complete resolution. This role requires excellent communication, problem-solving skills, and a dedication to delivering outstanding customer service. This position requires a strong commitment to achieving technical expertise, exceptional customer service skills, and the ability to work in a high-pressure, fast-paced environment.

Requirements

Microsoft 365 products
Dell desktops
Cisco video conferencing equipment
Excellent communication skills
Problem-solving skills
Dedication to delivering outstanding customer service
Technical expertise
Ability to work in a high-pressure, fast-paced environment
ITSM tools (e.g., ServiceNow)
User account management
Permissions management
Access request management
Password resets
Multi-factor authentication (MFA)
Role-based access control (RBAC) provisioning
SaaS applications support
Cross-functional IT team collaboration

Responsibilities

Diagnose and resolve hardware, software, and network issues, where possible.
Provide troubleshooting for applications and custom systems.
Ensure resolution of issues related to desktop, mobile, VPN, and remote access.
Escalate unresolved issues to Tier 2 or MSP/MSSP, ensuring smooth handoff and timely follow-up.
Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.
Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
Conduct root cause analysis for recurring issues and recommend permanent solutions.
Manage user accounts, permissions, and access requests across various systems.
Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
Provide support for SaaS applications.
Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.
Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
Provide feedback and recommendations to improve existing documentation and training materials.
Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
Provide status updates to users and internal stakeholders regarding incident progress and resolution times.
Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
Assist in implementing automated solutions to reduce repetitive incidents.
Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.