Help Desk Technician

The Help Desk Technician will be responsible for providing support for hardware and software issues related to the firm's user-facing systems. This includes workstations, peripherals, mobile devices, VoIP devices, A/V conferencing systems, desktop applications, cloud applications, and mobile applications.

The Help Desk Technician will work closely with the Systems Administration, IT Infrastructure, Information Security, and Development teams. Their primary role will be to troubleshoot, solve, triage, and escalate technical issues that are reported by the business.

Job Functions and Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically
• Troubleshoot and resolve user support requests
• Triage support tickets and escalate to the appropriate teams as necessary
• Develop technical documentation for resolving issues and supporting business processes
• Review tickets to identify trends and offer proactive solutions
• Create and manage accounts in Active Directory
• Manage accounts, licenses, and services in Microsoft 365
• Manage mobile devices in Microsoft Intune
• Deploy new workstations and software
• Onboarding and offboarding of employees
• Management of user hardware inventory in the Configuration Management Database (CMDB)
• Basic understanding of operating system components, process structure, file systems, registry hives, remote access, and event logging