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.
