Liberating Money

**
Support Engineer - IT Helpdesk**

Responsibilities

• Serve as a primary contact, in person, phone or e-mail for all desktop, laptop, and application support for in off and remote end-users.
• Track, monitor, and maintain adherence to ITIL/ITSM service level standards of assigned service requests and tickets.
• Enforce Corporate IT device security standards, ensuring desktops/laptops are updated with patches and firmware.
• Promote cybersecurity awareness and phish testing among internal users.
• Maintain critical IT SOPs and user-facing documentation, including system monitoring, inventories, logs, and general IT reporting, within assigned timeframes.
• Monitor the end-user experience by collecting, analyzing, and escalating user feedback and systemic issues to leadership to drive continuous service improvement.
• Manage proactive IT communications by translating and disseminating critical vendor alerts and internal change notifications to ensure the user community is informed and prepared.
• Provide off-hours and weekend support for general IT issues, patching, and upgrades.
• Administer user access rights, provisioning, coordinate quarterly access reviews and manage approval processes ensuring compliant and secure system access.
• Monitor network operations, review monitoring dashboards and promptly escalate all alerts for rapid issue resolution.
• Learn and expand IT knowledge and maintain a genuine desire to help people and solve their problems.
• Maintain a positive and professional demeanor while providing exceptional service.

Required Experience

• Minimum 2-5 years of experience in a technical support role.
• Advanced proficiency supporting Apple MacOS devices and managing them via MDM solutions (e.g., Jamf, Kandji, Mosyle, etc.).
• Strong experience with Google Workspace and productivity suites.
• Understanding of networking concepts for troubleshooting connection issues.
• Demonstrated experience working within ITIL/ITSM frameworks to support and enhance IT service management processes.
• Efficiently triage, prioritize, and manage multiple issues.
• Experience with managing and monitoring EDR/MDR solutions
• Exceptional communication and interpersonal skills.
• Experience working remotely and supporting a remote work environment.
• Strong organizational and multitasking abilities; able to thrive in a fast-paced environment.
• Strong work ethic and a self-motivated attitude.

Preferred Experience

• Experience working in financial services or other highly regulated industries.
• Familiarity with security best practices and compliance frameworks (e.g., SOC2, ISO 27001).
• IT certifications (e.g., Apple Certified Support Professional, Google Workspace Administrator, CompTIA A+).
• Previously worked with automation/ETL platforms such as Rewst, n8n or PowerAutomate.
• Experience supporting ERP solutions such as Sage Intacct.
• Experience supporting Microsoft Windows and Office products.
• Ability to provide on-call support (if applicable).

The pay range for this role is:
50,000 - 85,000 USD per year(Hybrid (Cheyenne, Wyoming, US))