We're looking for a motivated and detail-oriented IT Helpdesk Support professional to join our team in San Antonio, TX. This role offers the opportunity to work in a high-impact environment, supporting global trading and investment banking operations.
Key Responsibilities:
- Provide Frontline IT Support: Handle 40+ incoming support calls daily, resolving desktop and application issues efficiently via phone or remote tools.
- Windows & Office Support: Troubleshoot issues related to Windows 10 operating systems and Microsoft Office applications to ensure smooth day-to-day operations for end-users.
- VDI Environment Support: Assist users working in virtual desktop environments, diagnosing and resolving performance and connectivity issues.
- Network Troubleshooting: Demonstrate a solid understanding of networking fundamentals such as TCP/IP, DNS, and DHCP to resolve connectivity issues quickly.
- Active Directory Administration: Perform user account management tasks including password resets, permissions adjustments, and group policy troubleshooting.
- Shift Flexibility: Be available for rotating shifts, including late hours and occasional weekend work, as part of a 24/7 global support model.
- Second Line Support: Go beyond basic troubleshooting by identifying root causes, escalating issues when needed, and supporting implementation of technical improvements.
- Global User Support: Support a large and dynamic user base of over 19,000 individuals, including desktop, laptop, and mobile device users across various regions.
- Team Collaboration: Work closely with a dedicated team of service desk analysts to deliver consistent, high-quality support in a fast-paced environment.