Desk Top Support Specialist

Our client a well known Financial Services Firm is seeking a a Desk Top Support Specialist in their Tampa Bay, Florida Location!

Key Responsibilities

• Technical Support
• Provide first- and second-level support for hardware, software, and end-user issues in line with service-level agreements.
• Troubleshoot laptops, virtual desktops, printers, and applications (firm-wide and third-party), escalating when needed.
• Request, configure, deploy, and retrieve computers, workstations, and softphones for new hires, contractors, and interns.
• User & Access Management
• Submit, manage, and track tickets for incidents, entitlements, and permissions.
• Maintain and update access roles, permissions, and entitlements during role transitions and department moves.
• Monitor shared support mailboxes, manage distribution lists, and respond to email-based requests promptly.

Process & Operations Support

• Follow documented procedures and compliance standards to maintain quality and security.
• Support office moves in partnership with Corporate Real Estate and internal teams, including equipment relocation and setup.
• Participate in after-hours availability during projects, acquisitions, or rollouts to ensure business continuity.
• Documentation & Continuous Improvement
• Develop and maintain team and client-facing documentation, guides, and diagrams.
• Contribute feedback on new tools and processes, support pilot testing, and assist in creating rollout materials for end users.
• Participate in training, coaching, and development activities to enhance technical and customer service skills.

Skills & Experience

• Technical Skills
• Basic troubleshooting of IT hardware and applications.
• Familiarity with standard office software and IT systems.
• Ability to analyze data and identify patterns to support decision-making.
• Knowledge of access management and entitlement processes (preferred).
• Customer Service & Communication
• Strong verbal and written communication skills to guide users through technical issues.
• Ability to handle difficult or frustrated customers with professionalism and empathy.
• Skilled in using digital communication tools (email, chat, ticketing systems).
• Organizational Skills
• Capable of prioritizing multiple requests and managing daily workload independently.
• Detail-oriented with strong data entry and verification skills.
• Works effectively under supervision while developing growing independence.

Core Competencies

• Collaboration & Communication: Collaborates, communicates effectively, and builds strong relationships.
• Problem-Solving & Decision-Making: Demonstrates decision quality, accountability, and organizational savvy.
• Personal Growth & Development: Shows self-awareness, seeks self-development opportunities, and leverages feedback.
• Technical Aptitude: Tech savvy, quick learner, and eager to grow technical proficiency.

Preferred Qualifications

• Certifications: CompTIA A+, ITIL Foundation, or equivalent IT support certifications.
• Applications Experience: Familiarity with Bloomberg, FactSet, and ServiceNow.
• AI Technology: Exposure to new and emerging AI tools (e.g., chatbots, virtual assistants, AI-powered support or automation platforms) and an eagerness to learn how AI can enhance IT support.
• Additional Experience: Prior help desk or desktop support roles, experience in enterprise IT environments, or background in financial services technology.