Tier 1 Help Desk
About The Position
We are seeking customer-focused and technically minded Help Desk Support Specialists to join a large-scale technology support initiative within the financial services industry. This team will play a critical role in supporting end users during a major enterprise systems integration, helping resolve technical issues and provide exceptional customer service during a period of increased support demand. This is an excellent opportunity for individuals looking to expand their IT support experience in a fast-paced environment while contributing to a highly visible business initiative.
Requirements
- 1 to 5 years of experience in a Help Desk, Service Desk, Technical Support, or Desktop Support environment.
- Experience working with ticketing systems (ServiceNow preferred).
- Experience performing password resets and user account support functions.
- Knowledge of Windows 10 troubleshooting and desktop support.
- Strong verbal and written communication skills.
- Excellent customer service and problem-solving abilities.
- Ability to effectively prioritize and manage multiple support requests.
Nice To Haves
- Previous experience supporting enterprise-scale environments.
- Financial services or banking industry experience.
- Strong organizational and documentation skills.
- Experience providing support in a high-volume call environment.
Responsibilities
- Serve as the first point of contact for technical support requests via phone, email, and ticketing systems.
- Provide Tier 1 troubleshooting and support for desktop, application, and user access issues.
- Assist end users with password resets, account access requests, and general system navigation.
- Document, track, and update incidents using a ticket management platform, preferably ServiceNow.
- Troubleshoot Windows 10-related issues and escalate more complex problems when appropriate.
- Maintain accurate records of customer interactions, resolutions, and follow-up actions.
- Deliver a high level of professionalism and customer service in every interaction.
- Support users during a large-scale technology transition and system integration effort.
Benefits
- Medical
- dental
- vision
- Critical Illness
- Accident
- Hospital
- 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
