IT support specialist-Hybrid onsite

Job description

What You'll Do: Provide Front-Line Technical Support Serve as the primary responder for incoming support requests through the IT ticketing system (NinjaOne). Resolve day-to-day technical issues, including password resets, account unlocks, login assistance, software installation, printer setup, and general "how do I?" questions. Triage, categorize, prioritize, and resolve support requests while meeting established service levels. Escalate complex technical, identity, or networking issues to the System Administrator with thorough documentation and clear communication. Support Employee Connectivity and Productivity Troubleshoot Wi-Fi, internet, VPN, and Microsoft 365 issues, including Outlook, Teams, SharePoint, and OneDrive. Support conference room technology and Zoom or Microsoft Teams meeting issues. Deliver friendly, responsive, and professional support that helps employees stay productive. Manage Devices and User Onboarding Configure new hire laptops, perform device imaging, and coordinate equipment deployment. Perform endpoint enrollment and compliance checks using Intune, Rippling MDM, or similar device management platforms. Support the hardware lifecycle, including provisioning, inventory tracking, replacements, and device standards. Partner with Human Resources and the broader IT team to support employee onboarding and offboarding activities. Support Identity and Access Management Perform standard account provisioning and deprovisioning following established processes. Troubleshoot front-line authentication and multi-factor authentication (MFA) issues. Route elevated access requests, role changes, and non-standard configurations through established approval workflows. Promote Security and Continuous Improvement Identify and report suspicious emails, phishing attempts, and potential security concerns. Follow security policies and handle sensitive information with the professionalism expected in a regulated financial services environment. Document troubleshooting steps, resolutions, and user communications within the ticketing system. Contribute to internal documentation and knowledge articles in Notion, helping improve consistency and reduce repeat issues. Identify recurring issues and recommend workflow or documentation improvements that strengthen the overall support experience. Qualifications: 5+ years of IT support, help desk, desktop support, or similar technical support experience. Strong troubleshooting skills across Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive. Experience supporting Entra ID (Azure AD), multi-factor authentication, and user identity management. Familiarity with endpoint management platforms such as Intune, Rippling MDM, or similar solutions. Experience working within a ticketing system (NinjaOne or similar) while managing priorities and meeting service levels. Hands-on experience configuring laptops, supporting hardware, and troubleshooting peripherals and conference room technology. Working knowledge of Wi-Fi, VPN, and basic networking concepts. Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users. Organized, dependable, and able to manage multiple priorities while working independently. A proactive mindset with a commitment to ownership, continuous improvement, and collaborative problem solving. Preferred Qualifications: Experience supporting technology in financial services or another regulated industry. Experience with email security platforms such as Mimecast or similar tools. Basic PowerShell or scripting experience. Familiarity with SOC 2, business continuity, disaster recovery, or other IT compliance frameworks. Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar. Familiarity with AI tools such as ChatGPT or Claude and an interest in using them to improve troubleshooting, documentation, and operational efficiency. Physical Requirements: Prolonged periods of sitting and working at a computer while providing technical support. Frequent use of a computer, keyboard, mouse, telephone, and collaboration tools. Ability to move throughout the office to provide desk-side technical support and deploy equipment. Ability to lift, carry, and install laptops, monitors, docking stations, printers, and other IT equipment weighing up to 25 pounds. Ability to bend, reach, kneel, and occasionally work under desks or behind workstations while installing or troubleshooting equipment. Ability to remain focused while managing multiple support requests in a fast-paced environment. The Tidal Financial Group is a leading ETF investment technology platform dedicated to creating, operating, and growing ETFs. We combine expertise and innovative partnership approaches to offer comprehensive, value-generating ETF solutions. Our platform offers best-in-class strategic guidance, product planning, trust and fund services, legal support, operations support, marketing and research, and sales and distribution services.