Job Title : IT Help Desk Administrator – USA

Industry : Banking / Financial Services

Location : USA

Salary: Competitive Salary Package Benefits

Job Summary:

We are seeking a highly motivated and skilled IT Helpdesk person to join our client dynamic team. The ideal candidate should possess a strong technical background, excellent problem-solving skills, and exceptional customer service abilities. The IT helpdesk person will be responsible for providing technical assistance to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our organization's IT infrastructure.

Essential Functions & Accountabilities

End-User Support:

• Respond to and resolve user inquiries and issues related to hardware, software, and network systems.
• Provide timely and effective technical support via phone, email, or in-person, ensuring a high level of customer satisfaction.
• Assist users in resolving hardware, software, and network-related issues.
• Assist users with the setup, installation, and configuration of computers, peripherals, and software applications.

Troubleshooting and Issue Resolution :

• Diagnose and resolve hardware and software problems promptly, minimizing downtime and disruption to daily operations.
• Perform hardware upgrades and replacements as needed.
• Assist with the setup, configuration, and deployment of desktops, mobile phones, laptops, and other hardware.
• Coordinate with vendors for hardware repairs and replacements.

Network Support:

• Assist in maintaining and troubleshooting network connectivity issues.
• Configure and manage routers, switches, and other networking equipment when required.
• Collaborate with the cybersecurity team to ensure a secure and efficient network infrastructure.

System Maintenance:

• Conduct routine system maintenance tasks, including updates, patches, and security configurations.
• Monitor IT infrastructure to ensure optimal performance and proactively address potential issues.
• Perform regular backups and data recovery procedures.

Password Resets and Account Management:

• Assist users with password resets and account-related issues.
• Manage user accounts, permissions, and access rights.

Documentation:

• Create and maintain comprehensive documentation of IT processes, procedures, and user guides.
• Keep accurate records of support requests, resolutions, and hardware/software inventory.
• Create user guides and knowledge base articles to facilitate self-help for end-users.

Security and Compliance:

• Implement and enforce IT security policies to safeguard company data and systems.
• Stay informed about the latest security threats and collaborate with the security team to implement preventive measures.

Collaboration and Training:

Collaborate with other IT professionals and departments to enhance overall IT functionality.

Provide training to end-users on IT best practices and the use of hardware/software.

Others:

• Assist with System End of Day processes when required.
• Any other tasks the bank may assign.

Minimum Qualification & Skills

• Proven experience as an IT helpdesk specialist or in a similar role.
• Strong knowledge of macOS and/or Windows operating systems including Active Directory.
• Familiarity with networking principles and protocols.
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and peripherals.
• Effective communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA A , Network , or Security , Cisco Certified Network Associate (CCNA)) are a plus.

Education:

Bachelor’s degree in information technology, Computer Science, or a related field is preferred.

Join our client team and contribute to creating a seamless and efficient IT environment that empowers our organization to achieve its goals.