Technical Support Specialist

Shifts Available Friday-Tuesday 11 AM-9 PM and Wednesday-Saturday 8 PM-6:30 AM. Candidates must be available for 12 week training onsite Monday-Friday 8:30 AM-5:30 PM. Position Summary The First Level Technical Support Analyst serves as the first point of contact for employees seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving a wide range of hardware, software, mobile device,and connectivity issues while delivering exceptional customer service. The successful candidate will possess strong technical aptitude, logical problem-solving skills, and the ability to ask effective troubleshooting questions to identify root causes. The analyst will support both Windows and Mac environments, Microsoft 365 applications, Citrix Workspace, mobile devices, and common workstation hardware. An ideal candidate is comfortable supporting a wide range of technologies, enjoys solving problems, asks thoughtful questions when troubleshooting, and delivers a high-quality support experience to employees. Individual within this role should be able to confidently support Macs, PCs, mobile devices, Microsoft 365 applications, Citrix environments, and common hardware while maintaining professionalism in a fast-paced financial services environment. Financial services experience is preferred, as the role supports users operating within a fast-paced and highly regulated business environment. Key Responsibilities Provide first-level technical support via phone, chat, and remote support tools. Troubleshoot and resolve issues involving: Windows PCs and Apple Mac computers Microsoft Office 365 applications Microsoft Teams OneDrive Citrix Workspace and virtual desktop environments Corporate and personal mobile devices iPhones and Android devices Diagnose and resolve basic hardware problems including: Monitors and display configuration Thin clients and HP Mini devices Headsets and audio peripherals Keyboards, mice, and docking stations Basic printer issues Network cable and connectivity troubleshooting Support remote access technologies and virtual work environments. Assist with account access, authentication, password-related issues,and multi-factor authentication. Document incidents, troubleshooting activities, and resolutions in the ticketing system. Escalate complex issues to second-level support teams when appropriate. Follow established support procedures, knowledge articles, and service-level expectations. Contribute to continuous improvement by identifying recurring issues and recommending solutions. Required Qualifications Technical Skills Experience supporting: Windows operating systems macOS Microsoft Office365 Outlook Microsoft Teams OneDrive Working knowledge of: Citrix Workspace/Virtual Desktop environments Mobile device support (iPhone and Android) Basic networking concepts Hardware troubleshooting and peripheral support Familiarity with remote support tools and ticketing systems. Problem Solving Ability to use logical troubleshooting methodologies. #J-18808-Ljbffr Northpointe Staffing Professionals