Entry Level IT Help Desk Technician

Job description

MAJOR RESPONSIBILITIES AND DUTIES 1. Help Desk and User Support • Answer inbound telephone and email desktop and systems support requests. • Responsible for all end user software support, including: Windows based operating systems, Microsoft Office suite, and financial industry applications. • Responsible for all end user hardware support including: a demonstrated knowledge in PC (hardware) repair, fax machine and printer clearing and basic service. • Responsible for the deployment of PC computers, laptops, mobile devices and cloud PCs • Responsible for new user training and technology introduction. • Document and research all problems and resolutions via online utilities. • Communicate with customer; provide status updates, and follow-up ensuring user satisfaction. • Escalate problems to appropriate IT personnel or IT management as necessary. • Handle first-level request without assistance, maintain a high first-level resolution rate. • Daily contact with all levels of employees and customers primarily to share and receive information regarding problem resolution, “how to” requests and expectations of resolution timeframe. • Identify areas for process improvement; technical and procedural. • Perform routine patching and maintenance on user PCs and servers. • General support of all devices electrical or electronic, including AV equipment, video teleconferencing, audio teleconferencing and archival storage equipment. 2. Windows Active Directory and Microsoft 365 Administration • Manage Active Directory administration of current environment and new additions. • Maintain and preserve system security. • Document all user, group and access rights. 3. Assist in Managing Network Servers and Infrastructure • Helps support all network hardware and software 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 current IP based network, including routing, switching, cabling and WAN connections. • Perform emergency service after-hours when needed. 4. Serve as 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. Education and Training: • Minimum: 2 year Associate Degree program in Computers, Electrical Engineering or similar technology. Or, current Microsoft Certified Solutions Expert (MCSE) certificate. Or, current Cisco Certified Network Administrator (CCNA) Requirements: • 1-3 years work experience in IT/network help desk support role. • Experience in working on projects. • Previous experience in the financial services industry is helpful.