IT Help Desk Support Specialist - Onsite, Phoenix

Job Description:

We are AML RightSource, the leading technology-enabled managed services firm focused on fighting financial crime for our clients and the world. Headquartered in Cleveland, Ohio, and operating across the globe, we are a trusted partner to our financial institution, FinTech, money service business, and corporate clients.

Using a blend of highly trained anti-financial crime professionals, cutting-edge technology tools, and industry-leading consultants, we help clients with their AML/BSA, transaction monitoring, client onboarding (KYC), enhanced due diligence (EDD), and risk management needs.

We support clients in meeting day-to-day compliance tasks, urgent projects, and strategic changes. Globally, our staff of more than 4,000 highly trained analysts and subject matter experts is the industry's largest group of full-time compliance professionals. Together with our clients, we are Reimagining Compliance.

About the Position

The IT Help Desk Support Specialist serves as the initial point of contact for technical support within the organization, offering both remote and on-site assistance for operating systems, software, and hardware. Core responsibilities include administering the IT environment, managing device deployments, and overseeing the IT aspects of employee on- and off-boarding processes. This role also requires diligent follow-up on ticket requests, upholding IT guidelines and standard operating procedures, as well as managing IT equipment and keeping internal documentation current.

Candidates for this position must be fluent in English and possess strong customer service, communication, and problem-solving skills. Knowledge of modern operating systems and popular software suites is essential.

Primary Responsibilities

• Act as the primary technical contact, provide support to company employees by identifying, troubleshooting, analyzing, and solving OS, software, and hardware problems both on-site and remotely.
• Administer IT environment – workstations, printers, software installation, inventory management, updates, patches, etc.
• Follow-up ticket requests and escalate if needed.
• Manage Windows and MacOS and device deployment by MDM solutions.
• Act as primary responsible for / support IT part of on- and off-boarding processes.
• Observe and enforce group IT guidelines and IT standard operating procedures.
• Keep internal documentation up to date.
• Manage and logistic IT equipment.

Required Qualifications

• College Degree in related Information Technology discipline (2- or 4-year degree required).
• 3-5 years of experience in-office desktop support setting or similar fast-paced support role.
• Fluent in English, both written and spoken.
• Knowledge of Windows 10/11 and MacOS.
• Knowledge of Microsoft 365 suite and other Microsoft applications and products.
• Very good customer service support skills.
• Excellent communication and problem-solving skills.
• Ability to work well in a team and under tight deadlines.
• Excel at multitasking duties and assignments.
• Ability to work independently and self-start projects as needed.
• Quick thinking desktop knowledge to provide real solutions to in-office end users.
• Technically adapt to technologies not directly related to end user support.
• Ability to provide troubleshooting assistance to remote Systems Administrators.
• Communicate efficiently with trades, building management and external professional resources.

Preferred Qualifications

• Experience with Atlassian products (Jira Service Management).
• Experience with provisioning devices using MDM.
• Experience with Windows 10/11 and MacOS.

AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.