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