What are the responsibilities and job description for the Help Desk Specialist II position at HB Wealth Management?
Description
HB Wealth ("HB") is a leading fee-only financial planning and investment advisory firm headquartered in Atlanta, GA, with two other offices in the metro-Atlanta area and additional offices in Palm Beach Gardens, FL, Tampa, FL, Nashville, TN, Columbia, SC, Augusta, GA, Towson, MD, and Columbia, MD. Established in 1989, HB’s employees work together collaboratively from all locations to provide comprehensive financial planning and investment management services primarily to high-net-worth individuals. Total client assets under management are over $18 billion as of December 31, 2024. At HB we pride ourselves on creating a healthy work environment where everyone is respected and valued, and we are continually looking for talented individuals with a passion to learn, grow, collaborate, and bring new ideas to our firm.
The Help Desk Specialist is an experienced help desk technician who provides technical support and training to users. They respond to user requests, identify problems, troubleshoot issues, create documentation, and implement solutions. The Help Desk Specialist must possess excellent customer service and technical support skills. The position will also assist with project work and administrative tasks. This is a work from office position.
Responsibilities (including, but not limited to the following):
- Deliver an outstanding customer support experience to team members.
- Resolve Helpdesk tickets, including tech support, training, and enablement requests.
- Respond to requests in person, over the phone, through teams, and via email in a timely manner.
- Assist in the management and administration of Hybrid AD(Local/Entra), Office 365, and Intune.
- Create Knowledge Base articles for the purpose of training and issue resolution.
- Install, modify, and repair computer hardware and software.
- Onboard new team members.
- Configure and hand-off new computer systems for staff.
- Assist with IT projects as needed.
Requirements
Education and Experience:
- Degree in Technology, Computer Science or related field preferred.
- Minimum of five years’ experience in a comparable role.
Industry & Professional Knowledge:
- Proficiency with RMM and Ticketing platforms.
- Strong technical support abilities.
- Ability to diagnose and resolve computer technical issues.
- Strong knowledge of Windows server, Windows 10/11, Office 365, and other applicable enterprise software.
- Experience supporting networking technologies (e.g. VPNs, firewalls, VoIP, Wi-Fi).
- Ability to clearly explain and document technical information for non-technical users.
- Support of desktop and server applications.
- Support of SaaS Solutions (e.g. Office 365, Microsoft CRM, ShareFile.)
- Ability to quickly learn new systems and technologies.
- Scripting experience is a plus.
Why HB is a great place to work:
Employees enjoy the collaborative, inclusive, team environment where they feel challenged and supported. The community involvement and philanthropy opportunities contribute to the culture of our company. The continuous learning opportunities, our client base, and the comprehensive benefit package round out the competitive compensation.
Benefits
- 17 days annual PTO 11 annual holidays observed
- 401k match
- 1st day eligible benefits offering; medical, dental, vision, telemed, disability,
- Paid Maternity/Paternity leave
- Fun and welcoming office environment with monthly and quarterly events
- Cell phone stipend
HB is an Equal Employment Opportunity Employer. HB only invites professionals to join us who share our values of hard work, meritocracy, respect for others, diversity, and commitment to our communities. Key to our culture is our commitment to creating a diverse workplace and fostering an inclusive environment in which people can be free to be their authentic selves. We insist on equality. It is expected, it is empowering, it is unwavering. We celebrate one another for the unique gifts that you alone can bring. We value difference, creativity, and spirit. It is in our DNA, and we like it that way.
