Junior Helpdesk Support

Responsibilities

• Serve as the primary IT support contact via phone, email, and MS Teams, aiming for first-contact resolution.
• Log and manage tickets using the Service Desk ticketing system, ensuring thorough descriptions and necessary approvals.
• Troubleshoot remote access issues and guide end users through problem-solving steps.
• Maintain clear work queues by adhering to SLA timeframes for ticket resolution.
• Administer Multi-Factor Authentication (MFA) for various applications and services.
• Manage Active Directory operations, including user account management and permission updates.
• Configure shared drive mappings and maintain distribution lists and Microsoft 365 groups.
• Document recurring issues and resolutions to reduce repeat incidents and contribute to the knowledge base.
• Participate in shift rotations or on-call duties to support global time zones as needed.
• Absorb and provide assistance with user onboarding and offboarding processes, ensuring smooth hardware provisioning and account management.

Qualifications

• Proficiency in Active Directory user & group management is a must.
• 1+ year of experience in a helpdesk or IT support role is preferred.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint) is essential.
• Familiarity with ITSM tools like ServiceNow or Jira Service Management is an asset.
• Excellent written and verbal communication skills in English are required.
• Experience supporting remote users across multiple time zones is advantageous.
• Strong analytical and problem-solving abilities are key.
• Basic understanding of networking concepts (DNS, VPN, DHCP) is preferred.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are desirable.
• Experience in the financial services industry is a plus.

Pay

Compensation Expectations: $58,000-$65,000