IT Support Associate (Level 1)

Job Description

Insigneo is seeking an Onsite IT Support Associate for its Brickell location who will provide prompt, customer-focused first-line technical triage and resolution for internal users and financial advisors across Insigneo's US, and LATAM offices to minimize user downtime. This role involves troubleshooting and resolving basic technical issues, escalating complex problems to higher support tiers, and ensuring a high level of customer satisfaction.

Job Responsibilities/Main Function

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• Respond to incoming customer support inquiries via phone, email, Teams chat, in-person, and ticketing portal in a timely and professional manner.
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• Diagnose and fix basic issues related to Windows, Microsoft 365 Apps, conference room systems, printers, VPNs, laptop hardware, and mobile devices.
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• Set up, deploy, and configure new computers, workstation setups, monitors, docking stations, conference rooms, phones, and peripherals for employee onboarding. Assist installing, moving, repairing and retiring computer equipment.
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• Log, categorize, route and manage all support requests in Zendesk with accurate, timely, and detailed notes. Maintain SLA awareness, follow escalation protocols, and ensure every ticket has a documented owner, status, and resolution path. Flag recurring issues for problem management review.
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• Identify the problem, collect the right information, check if there is already a known solution, and resolve the issue as quickly as possible or decide to escalate complex or unresolved issues to Level 2 or Level 3 support teams with detailed notes.
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• Contribute to the development and maintenance of the internal knowledge base by documenting solutions and best practices.
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• Maintain accurate records in the endpoint management platform (Kaseya/VSA) including device assignments, purchase dates, BitLocker status, OS version, and lifecycle stage. Support annual hardware refresh planning and assist with equipment procurement, receiving, and disposal.
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• Conduct all support activities in accordance with FINRA, SEC, and firm-specific policies, particularly those governing data privacy, access controls, software usage, and device security. Understand and apply the firm's acceptable use, data handling, and incident escalation policies.
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Job Requirements (Education, Experience, Skills, and Capabilities)

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• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
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• 1-3 years of experience in IT support, help desk, or technical support.
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• Bilingual in English and Spanish required.
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• Strong knowledge of Windows, Microsoft 365, computer hardware, networking, and cybersecurity fundamentals.
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• Experience with Microsoft Entra ID (Azure AD), Intune, Microsoft Teams, and ticketing systems such as Zendesk.
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• Relevant certifications (CompTIA A+, Network+, Microsoft Fundamentals, ITIL, etc.) are a plus.
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• Strong troubleshooting, problem-solving, customer service, and communication skills.
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• Highly organized, detail-oriented, and able to manage multiple priorities.
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• Ability to maintain confidentiality and work effectively in a team environment.
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• Ability to lift and move IT equipment up to 40 lbs.
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• Occasional domestic and international travel may be required.
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