209 Helpdesk Support Specialist Jobs in New York, NY
Fenergo is Hiring a Helpdesk Support Specialist Near New York, NY
Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.
Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.
Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120 jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates.
Requirements
What Does This Role Entail?
The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.
Your Responsibilities
User Support
- Respond to user inquiries via phone, email, or helpdesk ticketing system.
- Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
- Assist users with password resets, account unlocks, and basic software installations.
- Guide users through step-by-step solutions for common technical issues.
- Escalate complex issues to higher-level IT staff or specialized support teams as necessary.
- Log and track all incoming support requests in the helpdesk system.
- Prioritize and categorize issues based on severity and impact.
- Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).
- Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
- Assist with basic network troubleshooting, including connectivity issues and VPN access.
- Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
- Maintain and update technical documentation and user guides.
- Perform routine checks on systems and applications to ensure they are functioning correctly.
- Assist in deploying software updates, patches, and system upgrades.
- Monitor system alerts and respond to potential issues proactively.
- Assist with setting up and configuring new hardware and software for end-users.
- Provide end-user training on common IT tools and best practices.
- Develop and distribute knowledge base articles, FAQs, and other self-help resources.
- Promote cybersecurity awareness and best practices among users.
- Maintain detailed records of all support requests and resolutions.
- Identify recurring issues and report them to the Helpdesk Manager for further investigation.
- Contribute to the development and improvement of helpdesk processes and procedures.
Required:
- 2-4 years of experience in a helpdesk or IT support role.
- Experience with helpdesk ticketing systems and remote support tools.
- Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem.
- Cloud Platforms: Knowledge of AWS Services an advantage.
- SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools.
- Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Customer service orientation with a focus on user satisfaction.
- Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure.
- High School Diploma or equivalent; Associate's Degree in Information Technology or related field is a plus.
We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.
What we value is at the CORE of how we succeed:
- Collaboration: Working together to achieve our best
- Outcomes: Drive Success in every engagement
- Respect: A collective feeling of inclusion and belonging
- Excellence: Continuously raising the bar
- Opportunity to work with clients and colleagues on a global scale
- Extensive training programs, classroom and online, through 'Fenergo University'
- Opportunity to work on a cutting-edge Fintech Product, using the latest tools and technologies
- Medical, Dental, and Vision
- 401k with company matching
- Salary range (base pay) $87,000 - $95,000
Job Summary
Full Time
$58k-72k (estimate)
09/11/2024
09/30/2024
fenergo.com
BOSTON, MA
<25
2009
MARC MURPHY
<$5M
IT Outsourcing & Consulting
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About Fenergo
Fenergo is the digital enabler of client and regulatory technology for financial services. It provides Client Lifecycle Management (CLM) software solutions for Financial Institutions including; Corporate & Institutional Banking, Commercial & Retail Banking, Asset Management, Private Banking & Wealth Management. Counting 70 global Financial Institutions as clients, its award-winning CLM suite digitally transforms how Financial Institutions manage clients; from initial onboarding to KYC/AML and regulatory compliance, to data management and ongoing lifecycle KYC reviews and refreshes. Fenergo CLM... empowers financial institutions to deliver a faster, compliant and digital customer experience while achieving a single client view across channels, products, business lines and jurisdictions. Fenergos community-based approach to product development allows clients to collaborate on solution design on a global scale. Its rules-driven solution ensures compliance with multiple global and local regulatory frameworks including AML, KYC, Tax (CRS, FATCA, 871M), OTC Derivatives (EMIR, Dodd-Frank, MiFID II, Margin Requirements) and data privacy rules (GDPR). It supports the collection, centralization and sharing of client and counterparty data and documentation across the institution and deploys an API-first approach to advanced integration with a host of external KYC, AML and entity data providers, KYC and industry utilities. The solution is underpinned by next generation Artificial Intelligence, Robotics Process Automation and Machine Learning technologies, using advanced OCR and NLP capabilities to extract information, expedite compliance and improve operational efficiencies.
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The following is the career advancement route for Helpdesk Support Specialist positions, which can be used as a reference in future career path planning. As a Helpdesk Support Specialist, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Helpdesk Support Specialist. You can explore the career advancement for a Helpdesk Support Specialist below and select your interested title to get hiring information.
