Information Technology Help Desk Support - Addison Group : Job Details

Addison Group is working with a Financial Institution in search for a Helpdesk IT Support Specialist. This is a 6 month contract to hire and onsite 5 days a week (3 days onsite after direct hire conversion) in Englewood CO. Please apply to be considered!

IT Technical Support Coordinator

Our non-profit client who works with educational programs and certifications for the financial advisory industry is looking to add IT Technical Support Coordinator to their team. The candidate would provide support for hardware and software, managing small-scale software and hardware projects, and updating documentation/guidelines. This role involves addressing technology inquiries and performing necessary administrative tasks including remote support and escalate issues as required.

Responsibilities

• Respond promptly and courteously to IT help requests from end-users received via telephone, email, and the helpdesk ticket portal.

• Prioritize and resolve issues efficiently, assigning tasks to experienced internal staff or external vendors as necessary. Utilize diagnostic tools to facilitate troubleshooting efforts.

• Test fixes and patches to ensure problems are thoroughly resolved.

• Access technical resources to support problem resolution.

• Conduct post-resolution follow-up on help requests to ensure user satisfaction.

• Provide remote support to colleagues through remote sessions or instructional guidance.

• Develop and maintain a comprehensive library of training and help documentation for internal staff. Hardware

• Collaborate with vendors to procure and set up equipment for new hires and coordinate lifecycle rotations.

• Manage the logistics for IT hardware shipments for conferences.

• Maintain accurate inventory records for IT hardware, software, and equipment.

• Administer institute hardware, including laptops, desktops, VoIP telephones, and video conferencing systems.

• Partner with vendors to troubleshoot and resolve technical hardware issues. Software/Applications

• Administer and manage tasks related to Office 365, Zoom, and other enterprise applications.

• Oversee the licensing and management of software and applications utilized by staff, including Adobe, Smartsheet, and others.

• Partner with vendors to troubleshoot and resolve technical software issues and outages.

Education/Experience

• Bachelor's degree, technical school graduate, or current college/technical school student with completed courses in IT hardware and software support.

• Minimum of three years of experience in IT help desk support.

• Proficiency in Microsoft Windows operating systems.

• Demonstrated skills in PC hardware troubleshooting.

• Working knowledge of MAC operating systems.

• Microsoft Certified Professional certification or equivalent experience preferred.

• Effective communication skills via phone, email, and in person.

• Ability to problem-solve with end-users in a courteous and professional manner.

• Strong analytical, evaluative, and problem-solving abilities.

•Ability to communicate clearly with users across a variety of skill levels.

• Demonstrated aptitude for learning information technology support functions and processes.

• Proven ability to resolve and support incidents using established procedures.

• Ability to meet schedules and timelines effectively; prioritizing and managing multiple assigned tasks/tickets.

• Capable of working with minimal supervision