Help Desk Support (Level 1 & Level 2)

We are actively interviewing for three amazing help desk support opportunities located in Los Angeles and New York City. Headquartered in Los Angeles, our client provides investment products and services to clients globally and offers a wide range of products and services. Role Description Our help desk support engineers ensure seamless operation and efficiency for end users by providing comprehensive technical support and troubleshooting for everyday IT challenges. Leveraging our client's tailored approach, the help desk professional focuses on maintaining consistent user support while adhering to established protocols and utilizing the clients ITM tools. This position also involves collaboration with the internal IT teams to escalate and resolve issues beyond routine help desk management. Main Responsibilities: Comprehensive End-User On-Site Support (Los Angeles or New York City): Deliver proactive troubleshooting and prompt technical support for hardware, software, and network connectivity issues. Address requests through Jira, email, instant messaging, and VOIP phone system, ensuring all activities are logged and tracked. Conduct on-site support to assist with device troubleshooting, provisioning, and replacements. Device Management and Monitoring: Utilize RMM tools to continuously monitor endpoint performance, security risks, and compliance violations. Patch and Software Deployment: Support automated patch management processes, performing manual interventions when necessary. Troubleshoot and configure peripherals, such as printers, scanners, and projectors, ensuring minimal downtime. Collaboration and Escalation: Partner with the internal IT team to escalate issues involving security concerns, system changes, or advanced configurations. Document all activities in Jira to ensure a structured approach and seamless communication. Qualifications 3+ years of IT support experience to end-users and executive level clients, including on-site and remote environments. Financial services experience is a plus. Experience with Jira, RMM tools, Microsoft Intune, and Microsoft 365 platforms. Demonstrated knowledge of Windows, macOS, iOS, and Android devices. Strong interpersonal skills with an emphasis on customer service and teamwork.