Job Description
An employer is seeking a highly skilled Sr Helpdesk Technician to join one of our largest national and most established financial institutions in North America. In this role you'll be joining their Tier 1.75 IT support team and spending about 1/3 of your time answering calls and emails from internal financial advisors who are experiencing difficulties utilizing this client's external-facing website or new hires struggling with their permissions, equipment or access. The other 2/3 of your time will be focused on following up with clients, completing special projects, doing reports, communicating with their application support team and identifying trends. To be successful on this team you must have at least 2 years of prior experience working within a helpdesk or support level role, and ideally prior experience working as a helpdesk lead in a prior role. The ideal candidate has an A+ CompTIA certification or related IT degree and is comfortable with troubleshooting technical issues across various platforms, including Windows, iOS/Android, Outlook, Webex, and Microsoft Office. This team goes on site 4x/week in downtown Minneapolis; therefore, you must be comfortable with that commute each day. Most team members work from home on Mondays or Fridays, but per leadership approval you're welcome to work from home on a different day if that works better in your schedule. This role is slated to be a 12-month contract-to-hire role with eligibility for conversation after the initial contract duration depending on performance.
Required Skills & Experience:
• At least 2 years of professional experience within a helpdesk, service desk or IT support role
• Prior experience working as a helpdesk lead, or at the specialist level
• Self-starter who is comfortable self-directing to complete projects and follow up with customers
• Strong knowledge of Windows and macOS environments, Microsoft 365, and common business applications.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, etc).
• Familiarity with Active Directory
• Basic networking knowledge (TCP/IP, DNS, VPN troubleshooting).
• Excellent communication skills with the ability to explain technical concepts in plain language.
• A customer-first mindset, patience under pressure, and a knack for creative problem-solving.
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