Help Desk Analyst II

Description

Job Summary:

We are seeking a highly motivated and skilled IT professional with Level 2/3 support experience to join our Systems Support team. The ideal candidate will manage escalated technical issues, provide white-glove support to executives, and ensure smooth IT operations across the organization. This role entails a mix of technical expertise, customer service, and team collaboration.

Key Responsibilities:

• Escalation Management: Handle advanced technical issues escalated by other team members, ensuring timely resolution of complex problems.
• Executive Support: Deliver white-glove IT support to the board of directors, transitioning this responsibility fully over time.
• Application Support: Support in-house applications tailored to FinTech. Experience within the banking sector is highly desirable.
• ITSM and Ticketing: Work within the Halo ITSM system to manage tickets, track asset inventory, and build a robust knowledge base for user self-service.
• End-User Support:
• Provide phone support (20-50 calls daily) and handle in-person walk-ups.
• Troubleshoot and resolve M365 and Microsoft Office-related issues.
• Hardware Deployment:
• Image and deploy laptops to end users.
• Manage hardware inventory and asset assignments in Halo ITSM.
• Documentation: Develop and expand the knowledge base with user-friendly articles, contributing to the migration from Confluence to Halo.
• User Administration: Perform Active Directory tasks, including account setup, access modifications, and deactivations.
• Software Deployment: Utilize SCCM for distributing software packages across the organization.
• Networking Basics: Address Level 1 networking issues, including troubleshooting switches, with the ability to escalate to the networking team when necessary.
• Physical Requirements: Handle server room tasks and lift up to 50 lbs as needed.
• Offboarding Processes: Provide support for transitions away from VDI setups (nice-to-have).

Requirements

Qualifications:

• Proven experience in Level 2/3 support or a similar technical role.
• Familiarity with ITSM systems (experience with Halo ITSM is a plus).
• Strong knowledge of M365, Microsoft Office products, and Active Directory.
• Experience in imaging and deploying laptops, as well as creating technical documentation.
• Familiarity with SCCM and software deployment processes.
• Basic networking knowledge and experience troubleshooting switches.
• Prior experience in a banking or FinTech environment is a significant advantage.
• Excellent communication and customer service skills, with a proactive and solution-oriented mindset.
• Ability to multitask while managing phone queues and walk-up inquiries effectively.
• Physical capability to work in server rooms and handle equipment weighing up to 50 lb

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