photomontage.com; an interactive exhibit of works by shirin.

N3XT

**_Liberating Money_**

**  
Support Engineer - IT Helpdesk**
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**Responsibilities**
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*   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**
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*   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**
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*   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))