AVP, Help Desk User Support

Responsibilities

• Provide first- and second-line support for hardware, software, and peripheral issues across Windows and macOS environments.
• Manage the full lifecycle of end-user equipment, including provisioning, configuration, deployment, and retirement.
• Perform general preventative maintenance to minimize disruptions and extend asset lifespan.
• Absorb and resolve network connectivity issues at the desktop level, escalating to network teams as needed.
• Support video conferencing systems, AV equipment, and audio/visual conferencing technologies.
• Maintain an accurate inventory of all IT assets on-site.
• Log, track, and resolve incidents and service requests via the firm's ITSM ticketing system, ensuring timely resolution within SLA targets.
• Collaborate with central IT teams and regional colleagues to represent and meet Jacksonville-specific IT needs.
• Stay current with AI productivity features within the Microsoft 365 ecosystem to support and guide end-users.

Qualifications

• Associate's Degree in Computer Science or a related field, or equivalent practical experience.
• Minimum 3 years of desktop support experience, preferably in financial services.
• In-depth knowledge of Windows desktop technologies and Windows 11 environments.
• Intermediate knowledge of TCP/IP, DNS, DHCP, and internetworking technology.
• Intermediate knowledge of Microsoft Office applications and Apple products.
• Knowledge of multiple operating systems, audio/video conferencing technologies, and market data applications.
• Strong communication skills to explain technical issues to non-technical staff.
• Ability to work independently, prioritize tasks, and manage workload with minimal supervision.
• Experience in financial services or a similarly regulated environment is preferred.
• Relevant industry certifications, such as Microsoft MCP, MCSA, or CompTIA A+, are advantageous.

Pay

Salary Expectations: $60,000-$70,000kbase