Desk Support / Help Desk Specialist I

We’re partnering with a major financial technology company to hire two Help Desk Support / Help Desk Specialist I professionals to join their IT support team, providing remote technical support to end users across the organization.

This isn’t a scripted, tier-1-only queue role - you’ll be troubleshooting real issues across identity, hardware, and collaboration tools, not just resetting passwords, so some judgment and follow-through matter as much as the ticket count.

What You’ll Do

• Provide remote technical support to end users for computer, application, system, device, access, and hardware issues.
• Identify, research, and resolve technical problems of moderate complexity across a range of tools and platforms.
• Respond to support requests via phone, email, and online ticketing in a timely, professional manner.
• Document, track, and monitor issues through resolution using incident-management tooling such as ServiceNow.
• Troubleshoot Windows 10/11 devices, as well as Wi-Fi and networking issues on both Macs and PCs.
• Support Office 365 and Gmail administration - permissions, calendaring, delegation - and troubleshoot collaboration tools such as Zoom, G Suite, and Slack.
• Perform basic Active Directory user and security-group administration.
• Assist end users with MFA and VPN issues.
• Coordinate with other IT teams or departments to resolve escalated or cross-functional problems., We’re partnering with a major financial technology company to hire two Help Desk Support / Help Desk Specialist I professionals to join their IT support team, providing remote technical support to end users across the organization.

In this role you’ll be troubleshooting real issues across identity, hardware, and collaboration tools, not just resetting passwords, so some judgment and follow-through matter as much as the ticket count.

What You’ll Do

• Provide remote technical support to end users for computer, application, system, device, access, and hardware issues.
• Identify, research, and resolve technical problems of moderate complexity across a range of tools and platforms.
• Respond to support requests via phone, email, and online ticketing in a timely, professional manner.
• Document, track, and monitor issues through resolution using incident-management tooling such as ServiceNow.
• Troubleshoot Windows 10/11 devices, as well as Wi-Fi and networking issues on both Macs and PCs.
• Support Office 365 and Gmail administration - permissions, calendaring, delegation, and troubleshoot collaboration tools such as Zoom, G Suite, and Slack.
• Perform basic Active Directory user and security-group administration.
• Assist end users with MFA and VPN issues.
• Coordinate with other IT teams or departments to resolve escalated or cross-functional problems.

• Prior Service Desk or Desktop Support experience.
• Experience with incident-management tooling such as ServiceNow.
• Basic Active Directory administration knowledge (users and security groups).
• Strong knowledge of Microsoft-based operating systems, with emphasis on Windows 10 and 11.
• Experience using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation).
• Experience using and troubleshooting collaboration/productivity tools such as Zoom, G Suite, and Slack.
• Familiarity supporting MFA and VPN issues.
• Familiarity troubleshooting Wi-Fi networking on both Macs and PCs.
• Based in and authorized to work in the U.S., available to work fully remote.

Preferred Qualifications

• One year of desktop-based hardware support experience.

What We’re Looking For Success in this role is about troubleshooting instinct and clear communication more than tenure. We’re looking for someone who can stay calm and methodical across a wide mix of ticket types - identity, hardware, collaboration tools - and who’s comfortable supporting a fully distributed workforce without in-person hand-holding, * Prior Service Desk or Desktop Support experience.

• Experience with incident-management tooling such as ServiceNow.
• Basic Active Directory administration knowledge (users and security groups).
• Strong knowledge of Microsoft-based operating systems, with emphasis on Windows 10 and 11.
• Experience using and troubleshooting Office 365 and Gmail (permissions, calendaring, delegation).
• Experience using and troubleshooting collaboration/productivity tools such as Zoom, G Suite, and Slack.
• Familiarity supporting MFA and VPN issues.
• Familiarity troubleshooting Wi-Fi networking on both Macs and PCs.
• Based in and authorized to work in the U.S., available to work fully remote., * One year of desktop-based hardware support experience., Success in this role is about troubleshooting instinct and clear communication more than tenure. We’re looking for someone who can stay calm and methodical across a wide mix of ticket types - identity, hardware, collaboration tools - and who’s comfortable supporting a fully distributed workforce without in-person hand-holding