Technical Support Specialist

The First Level Technical Support Analyst serves as the first point of contact for employees seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving a wide range of hardware, software, mobile device, and connectivity issues while delivering exceptional customer service., · Provide first-level technical support via phone, chat, and remote support tools.

· Troubleshoot and resolve issues involving:

o Windows PCs and Apple Mac computers

o Microsoft Office 365 applications

o Outlook (heavy emphasis)

o Microsoft Teams

o OneDrive

o Citrix Workspace and virtual desktop environments

o Corporate and personal mobile devices

o iPhones and Android devices

· Diagnose and resolve basic hardware problems including:

o Monitors and display configuration

o Thin clients and HP Mini devices

o Headsets and audio peripherals

o Keyboards, mice, and docking stations

o Basic printer issues

o Network cable and connectivity troubleshooting

· Support remote access technologies and virtual work environments.

· Assist with account access, authentication, password-related issues, and multi-factor authentication.

· Document incidents, troubleshooting activities, and resolutions in the ticketing system.

· Escalate complex issues to second-level support teams when appropriate.

· Follow established support procedures, knowledge articles, and service-level expectations.

· Contribute to continuous improvement by identifying recurring issues and recommending solutions., * Are you available to work one of the following shifts and are you available for the training shifts? Fri.-Tues. 11 AM-9 PM & Wed.-Sat. 8 PM-6:30 AM. 12 Week onsite training M-F 8:30 AM-5:30 PM

• Do you have prior technical support experience within a financial services or banking environment?
• Do you have prior Service Desk, Help Desk or Technical Support experience?

The successful candidate will possess strong technical aptitude, logical problem-solving skills, and the ability to ask effective troubleshooting questions to identify root causes.

The analyst will support both Windows and Mac environments, Microsoft 365 applications, Citrix Workspace, mobile devices, and common workstation hardware.

An ideal candidate is comfortable supporting a wide range of technologies, enjoys solving problems, asks thoughtful questions when troubleshooting, and delivers a high-quality support experience to employees. Individual within this role should be able to confidently support Macs, PCs, mobile devices, Microsoft 365 applications, Citrix environments, and common hardware while maintaining professionalism in a fast-paced financial services environment.

Financial services experience is preferred, as the role supports users operating within a fast-paced and highly regulated business environment., o Windows operating systems

o macOS

o Microsoft Office 365

o Outlook

o Microsoft Teams

o OneDrive

· Working knowledge of:

o Citrix Workspace/Virtual Desktop environments

o Mobile device support (iPhone and Android)

o Basic networking concepts

o Hardware troubleshooting and peripheral support

· Familiarity with remote support tools and ticketing systems.

Problem Solving

· Ability to use logical troubleshooting methodologies.

· Strong critical thinking skills.

· Ability to gather information by asking effective diagnostic questions.

· Comfortable researching unfamiliar issues and following documented processes.

Communication

· Strong verbal and written communication skills.

· Ability to explain technical concepts to non-technical users.

· Customer-focused mindset with a professional and positive attitude.

Preferred Qualifications

· Previous Service Desk, Help Desk, or Technical Support experience.

· Experience in a financial services or banking environment.

· Knowledge of investment, wealth management, or financial industry terminology.

· Experience supporting remote and hybrid workforces.

· Familiarity with enterprise identity and authentication tools.

Key Competencies

· Customer Service Excellence

· Technical Troubleshooting

· Critical Thinking

· Root Cause Analysis

· Time Management

· Documentation Accuracy

· Adaptability

· Team Collaboration

· Continuous Learning