Help Desk Technician

Job Description:

IT Help Desk Technician Serves as the critical first line of IT support. Primary tasks involve resolving technical issues, managing Active Directory accounts, configuring bank-specific hardware and software, and ensuring secure access to financial systems for office staff and remote workers. This position handles a blend of standard IT support and specific banking requirements.

Common day-to-day tasks include:

User & Account Management Account Access:

Resetting passwords and unlocking accounts for employees on Active Directory and banking core business applications.

Onboarding & Offboarding:

Provisioning and de-provisioning hardware and software for new hires and departing staff.

Banking Hardware Support Branch/Headquarters Hardware:

Troubleshooting issues with end user's endpoints (laptops, desktops PC and mobile devices).

Workstation Setups:

Deploying, updating, and repairing office laptops, desktops, and corporate mobile devices.

Software & Network Troubleshooting Banking Applications:

Assisting employees with internal core banking software, financial portals, and encrypted email systems. Act as the first point of contact for internal staff to ensure business operations.

Remote Access:

Troubleshooting VPNs, virtual desktop environments (VDI), and secure remote access tools so financial advisors and international staff can work securely.

General IT:

Resolving issues with Microsoft 365, Teams, WebEx, Cisco Jabber and physical office telephony.

Security & Compliance Access Control:

Enforcing strict banking security protocols (such as Multi-Factor Authentication setups) and auditing hardware inventory.

Escalation:

Identifying security red flags (like suspected phishing emails or unauthorized device access) and escalating them immediately to the cybersecurity or network operations teams.

Ticketing & Customer Service Support Queues:

Managing support requests through ticketing system (ServiceNow)

End User Training:

Walking users through tech solutions remotely or in person, demanding a high level of bilingual customer service (English/Spanish or English/Portuguese is frequently required in Miami). IT Security Vulnerability Patching Endpoints updates and remediation: ] Working closely with the INFOSEC Team (Information Security) to identify and remediate software vulnerabilities which represents a security operation vulnerability. Global Communication Policy Actively broadcast IT activities/events/project implementation/rollout/service interruption to all users: Generates all IT global communications ongoing to guarantee the business operation.

Must-Have Requirements:

• 5 years of experience
• Proven ability to diagnose, troubleshoot, repair, and update laptops, desktop PCs, and mobile devices such as smartphones & tablets
• Experience performing hardware and software upgrades
• Experience resolving issues with MS365, Teams, WebEx, Cisco Jabber
• Ability to troubleshoot hardware and software problems
• Experience helping customers with device settings, apps, and cloud storage
• Bilingual in English/Spanish
• Experience managing support requests through a ticketing system (preferably ServiceNow)
• Experience troubleshooting

VPNs & VDIs Pay:

From $24.00 per hour Application Question(s): Do you have at least 3 years of Help Desk experience? Do you have experience resolving issues with MS365, Teams, WebEx, Cisco Jabber Do you have experience managing support requests through a ticketing system (preferably ServiceNow)? Do you have experience troubleshooting VPNs & VDIs?

Language:

Spanish (Required) English (Required)

Work Location:

In person