IT Help Desk Technician

Serves as the critical first line of IT support. Primary tasks involve resolving technical issues, managing Active Directory accounts, configuring bank-specific hardware and software, and ensuring secure access to financial systems for office staff and remote workers.

This position handles a blend of standard IT support and specific banking requirements.

Common day-to-day tasks include:

User & Account Management

• Account Access: Resetting passwords and unlocking accounts for employees on Active Directory and banking core business applications.
• Onboarding & Offboarding: Provisioning and de-provisioning hardware and software for new hires and departing staff.

Banking Hardware Support

• Branch/Headquarters Hardware: Troubleshooting issues with end user’s endpoints (laptops, desktops PC and mobile devices).
• Workstation Setups: Deploying, updating, and repairing office laptops, desktops, and corporate mobile devices.

Software & Network Troubleshooting

• Banking Applications: Assisting employees with internal core banking software, financial portals, and encrypted email systems. Act as the first point of contact for internal staff to ensure business operations.
• Remote Access: Troubleshooting VPNs, virtual desktop environments (VDI), and secure remote access tools so financial advisors and international staff can work securely.
• General IT: Resolving issues with Microsoft 365, Teams, WebEx, Cisco Jabber and physical office telephony.

Security & Compliance

• Access Control: Enforcing strict banking security protocols (such as Multi-Factor Authentication setups) and auditing hardware inventory.
• Escalation: Identifying security red flags (like suspected phishing emails or unauthorized device access) and escalating them immediately to the cybersecurity or network operations teams.

Ticketing & Customer Service

• Support Queues: Managing support requests through ticketing system (ServiceNow)
• End User Training: Walking users through tech solutions remotely or in person, demanding a high level of bilingual customer service (English/Spanish or English/Portuguese is frequently required in Miami).

IT Security Vulnerability Patching

• Endpoints updates and remediation:
• ] Working closely with the INFOSEC Team (Information Security) to identify and remediate software vulnerabilities which represents a security operation vulnerability.

Global Communication Policy

• Actively broadcast IT activities/events/project implementation/rollout/service interruption to all users:
• Generates all IT global communications ongoing to guarantee the business operation.

Do you have experience in Virtualization?, 5 years of experience

• Proven ability to diagnose, troubleshoot, repair, and update laptops, desktop PCs, and mobile devices such as smartphones & tablets
• Experience performing hardware and software upgrades
• Experience resolving issues with MS365, Teams, WebEx, Cisco Jabber

• Ability to troubleshoot hardware and software problems

• Experience helping customers with device settings, apps, and cloud storage

• Bilingual in English/Spanish

• Experience managing support requests through a ticketing system (preferably ServiceNow)
• Experience troubleshooting VPNs & VDIs