IT support specialist

About the role

The Tidal Financial Group is a leading ETF investment technology platform dedicated to creating, operating, and growing ETFs. We combine expertise and innovative partnership approaches to offer comprehensive, value-generating ETF solutions. Our platform provides best-in-class strategic guidance, product planning, trust and fund services, legal support, operations support, marketing and research, and sales and distribution services.

Responsibilities

• Serve as the primary responder for incoming support requests through the IT ticketing system (NinjaOne), resolving day-to-day technical issues such as password resets, account unlocks, login assistance, software installation, printer setup, and general "how do I?" questions.
• Triage, categorize, prioritize, and resolve support requests while meeting established service levels; escalate complex technical, identity, or networking issues to the System Administrator with thorough documentation and clear communication.
• Troubleshoot Wi-Fi, internet, VPN, and Microsoft 365 issues, including Outlook, Teams, SharePoint, and OneDrive, as well as conference room technology and Zoom or Microsoft Teams meeting issues.
• Deliver friendly, responsive, and professional support to help employees stay productive.
• Configure new hire laptops, perform device imaging, and coordinate equipment deployment; perform endpoint enrollment and compliance checks using Intune, Rippling MDM, or similar device management platforms.
• Support the hardware lifecycle, including provisioning, inventory tracking, replacements, and device standards.
• Partner with Human Resources and the broader IT team to support employee onboarding and offboarding activities.
• Perform standard account provisioning and deprovisioning following established processes; troubleshoot front-line authentication and multi-factor authentication (MFA) issues.
• Route elevated access requests, role changes, and non-standard configurations through established approval workflows.
• Identify and report suspicious emails, phishing attempts, and potential security concerns; follow security policies and handle sensitive information with professionalism expected in a regulated financial services environment.
• Document troubleshooting steps, resolutions, and user communications within the ticketing system; contribute to internal documentation and knowledge articles in Notion.
• Identify recurring issues and recommend workflow or documentation improvements to strengthen the overall support experience.

Qualifications

• 5+ years of IT support, help desk, desktop support, or similar technical support experience.
• Strong troubleshooting skills across Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Experience supporting Entra ID (Azure AD), multi-factor authentication, and user identity management.
• Familiarity with endpoint management platforms such as Intune, Rippling MDM, or similar solutions.
• Experience working within a ticketing system (NinjaOne or similar) while managing priorities and meeting service levels.
• Hands-on experience configuring laptops, supporting hardware, and troubleshooting peripherals and conference room technology.
• Working knowledge of Wi-Fi, VPN, and basic networking concepts.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Organized, dependable, and able to manage multiple priorities while working independently.
• A proactive mindset with a commitment to ownership, continuous improvement, and collaborative problem solving.

Preferred Qualifications

• Experience supporting technology in financial services or another regulated industry.
• Experience with email security platforms such as Mimecast or similar tools.
• Basic PowerShell or scripting experience.
• Familiarity with SOC 2, business continuity, disaster recovery, or other IT compliance frameworks.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar.
• Familiarity with AI tools such as ChatGPT or Claude and an interest in using them to improve troubleshooting, documentation, and operational efficiency.

Physical Requirements

• Prolonged periods of sitting and working at a computer while providing technical support.
• Frequent use of a computer, keyboard, mouse, telephone, and collaboration tools.
• Ability to move throughout the office to provide desk-side technical support and deploy equipment.
• Ability to lift, carry, and install laptops, monitors, docking stations, printers, and other IT equipment weighing up to 25 pounds.
• Ability to bend, reach, kneel, and occasionally work under desks or behind workstations while installing or troubleshooting equipment.
• Ability to remain focused while managing multiple support requests in a fast-paced environment.