Job Description

As a Junior Helpdesk Support, you will be the first point of contact for IT-related queries and issues. Your primary goal is to deliver exceptional customer service and timely resolutions. You will manage tickets, perform remote troubleshooting, and maintain Active Directory operations. Additionally, you will contribute to our knowledge base, assist with user onboarding, and ensure smooth communication regarding service disruptions.

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.
• Assist 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.

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

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