Help Desk Support Specialist

Company: Grove Point Financial
Location: Rockville
Posted on: November 19, 2021

Job Description:

SUMMARY:

The Systems Support Specialist is responsible for providing service and support to home office associates as it relates to business applications and cybersecurity. The successful candidate will communicate and take ownership of cases submitted to the Help-Desk and ensure customer satisfaction in every step of problem resolution. This individual will play a key role in maintaining the user entitlements process, they will leverage tools to perform cybersecurity functions and track data privacy incidents and will assist in setting up and configuring corporate and advisor email accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for assisting users with their questions about internally supported applications (i.e. corporate email, phones) and workstation hardware.
• Log HelpDesk tickets in Case management system and follow up with customers to ensure that issues have been resolved
• Document resolutions of problems as well as processes.
• Ensure all new hires, terminations, and change of location form have been approved by department manager on appropriate IT forms, and are completed in a timely manner.
• Provide basic Active Directory administration (password reset)
• Monitor and maintain deployment of security solutions including McAfee
• Facilitate patch management processes and system updates through Dell KACE
• Monitor mission critical systems for outages or issues including Azure, VMWare, Shoretel, Mimecast, Intermedia, Salesforce.com, Verizon & CenturyLink
• Support entitlements management process and associate onboarding and de-boarding
• Support email configuration and setup for new and existing users on Intermedia and Mimecast.
• Participate in ongoing assessments of technology procedures, policies, and processes
• Support the Cyber Incident Response Process and maintain incident logs
• Assist staff with audio, video and presentation equipment, conference room set up and web meetings through Zoom.
• Performs off hour work as needed; participates in rotation of after-hours support procedures and services
  
  Required
  
  KNOWLEDGE, SKILLS, AND/OR ABILITIES
  
  • Strong customer service, interpersonal, and communication skills.
  • Experienced in managing a hosted exchange environment
  • Office 365
  • Commitment to service excellence and continuous improvement.
  • Exceptional analytical thinking for problem resolution and process development.
  • Commitment to service excellence and continuous improvement
  • Advanced knowledge of PC, laptop, and peripheral configurations.
    • • Ability to work independently as well as in a team environment.
      • Must stay current with system information, changes and updates and possess the ability to learn new technologies quickly (MS Operating Systems, Office Products)
      • General understanding of TCP/IP, DNS, DHCP, VPN, and Remote Desktop Services
      • Basic understanding of firewalls, switches and other networking technologies
      • The ability to diagnose technical issues in a systematic fashion by asking the right questions and using deductive reasoning to get to the root of the issue.
      • The ability to operate under pressure and make quick but rational decisions.
      • The ability to empathize and remain patient and understanding.
      • The ability to explain technical issues in a non-technical manner to non-technical people.
        
        Desired
        
        • CompTIA A+ Certification.
        • Experience with document collaboration tools like Confluence
        • Experience working in the financial services industry
          
          Education And/Or Experience
          
          • Bachelor's degree in business-related field or equivalent work experience.
          • Minimum of 3 years' experience in brokerage and securities industry.
          • Must be able to travel up to 10% of the time.
          • Use of RegEd, NetX360, LaserApp, Redtail, Albridge, Investigo.
            
            CERTIFICATIONS, LICENSES, REGISTRATIONS
            
            • N/A
              
              PHYSICAL DEMAND
              
              Must have mobility to attend meetings with other team members and be able to travel when necessary. Employee may be required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; finger dexterity is required for computer use.
              
              The above position description is not intended to be an all-inclusive list of duties and standards of the position. Other instructions and related duties may be assigned by their manager.
              
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Keywords: Grove Point Financial, Rockville , Help Desk Support Specialist, Other , Rockville, Maryland