Summary of Duties:

This position will primarily respond to internal help desk tickets, troubleshoot technology issues, and work on various projects, which will require a clear understanding of our environment.

This position will assist the IT Manager and serve as the initial contact for technical support requests by phone, email, and in-person. This IT professional, track, and monitor problems to ensure a timely resolution. Handle ticketing system as well as IT documentation & knowledge base. Install, maintain, and support user hardware, software, networks, printers, and phones. Identify and document and resolve persistent technical issues. This position may also participate in IT projects (e.g., office relocation and expansion, server and networking infrastructure upgrades, etc.)

Core Responsibilities:

  • Deliver exceptional service as the face of IT Support & initial point of contact for IT Help Desk
  • Assist the IT Manager and coordinate with external IT group to manage high-level server maintenance, backup solutions, and projects
  • Manage Help Desk and handle incident/system requests
  • Perform initial diagnosis and incident resolution along with resolution follow-up with end-users
  • Troubleshoot and resolve simple to complex incidents associated with firm-standard end-user applications, including but not limited to software, hardware, desktop computing, mobile technologies, password assistance, internet, network & remote connectivity, new hire set up, telecom & printer related incidents, etc.
  • Setup and maintain hardware (e.g., printers, scanners, peripherals, asset management, vendor services)
  • Manual installation of software upgrades and patches


  • 4-6 years of IT Helpdesk and support experience
  • In-depth knowledge of Windows Desktop Operating Systems (in particular, Windows 7 & Windows 10 as well as Microsoft Office 365
  • Familiar with a wide range of peripherals, including tablets, smartphones, printers, and scanners
  • Ability to maintain vigilance on security and confidential issues while adhering to PCI requirements
  • Ability to react quickly to changes in external regulations and technology advances
  • Ability to communicate technical details to non-technical users
  • Ability to prioritize workload
  • Strong customer service and communication skills


  • CompTIA A+ Certified, MCDST Certified, MCP Certified, MCSE Certified
  • ITIL V3 Foundation Certificate
  • Microsoft Active Directory/Exchange Mailbox Management/GPO
  • Familiarity with VMWare or other virtualization environments
  • Familiarity with L2/3 network switches, VLANs, and firewalls
  • Workstation Imaging / Automated Software Deployment solutions


Candidates should submit a resume to