IT Help Desk Specialist

4 days ago

New York, NY, United States FDM Group Full time
About The Role

This position requires the successful candidate to work on a W2 directly with FDM. We cannot accept C2C, 1099 or employment sponsorship (e.g. H1-B) for this position.

FDM is a global business and technology consultancy delivering client and industry driven solutions through our 5 core specialist Practices; Software Engineering, Data & Analytics, IT Operations, Change & Transformation, and Risk, Regulation & Compliance.

FDM is seeking a IT Helpdesk Specialist located in New York, NY to support a project in the finance sector. Involvement in this project is anticipated to last initially 12 months but may be extended.

This role will be hybrid with requirements to be in office 1 days per week.

The L2 (Help Desk Specialist ) will be working amongst fellow peers (over a dozen members ranging from L1 - L3 skill set) in a Global environment , whilst collaborating with other gro ups within IT. All t o provide our user base (over 2,000 + ) the best possible work environment in our Follow the Sun Support model.

The role consists of a person who will utilize their technical knowledge to work on complex issues in a comprehensive manner, as well as escalated items from peers, and projects that are in the pipeline.

About You

Responsibilities:

  • Support the user base, this will come in but not limited to Telephone, E-mail, and/or Ticketing System.
  • Work through and resolve items escalated by peers.
  • Performs complex problem solving and assistance on diverse software applications and hardware systems for department users.
  • Work closely with other groups (Desktop Support, and Desktop Engineering, Access Support, Security, Ops, Infrastructure, Dev, etc...) within IT.
  • Work on projects as needed.
  • Assist in monitoring managed service board.
  • Participate in on-call rotation.
  • Performs miscellaneous job-related duties as assigned.
Knowledge & Experience:
  • High School Diploma or GED
  • Technical Diploma or higher education preferred but not required
  • 5+ years of experience in the field or in a related area
  • Familiar and comfortable with a 1,000+ user community environment
  • Knowledge of Windows Operating Systems
  • Microsoft Active Directory (AD) on-prem, and Azure environments
  • EXCHANGE on-prem, and O365 environments
  • MDM/MAM software (MS Intune or AirWatch preferred)
  • Multi-factor Authentication (MS Authenticator or RSA SecurID preferred)
  • Security Endpoint Software (Symantec Endpoint Protection, Malwarebytes, MS Bitlocker, LAPS preferred)
  • Remote Access system (Citrix XenApp or Palo Alto GlobalProtect preferred)
  • Basic Scripting (MS PowerShell preferred)
  • Collaborative Tools (Zoom, MS Teams, and/or BlueJeans)
  • Enterprise-class ticketing systems (ServiceNOW preferred).
Personal Attributes
  • Keen attention to detail.
  • Strong interpersonal, communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Work both in a team environment and be a self-starter.
  • Ability to conduct research into a wide range of computing issues as required.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Relies on experience and judgment to plan and accomplish goals.


Soft Skills

Thought Process: Able to understand technical concepts and develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

Interpersonal: Excellent customer service, technical, organizational, and communication skills both in person and on the phone. Effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.

About Us

FDM powers the people behind tech and innovation. We spot trends, find top talent, and help businesses stay ahead.

With 35+ years of experience, we coach, mentor, and launch fresh thinkers from diverse backgrounds into world-class careers. Partnering with top global companies, we deliver the right talent at the right time-while guiding our people toward exponential growth.

Global impact - 19 centers across North America, APAC, the UK, and Europe

25,000+ careers launched - and counting

300+ trusted client partners

Committed to Diversity, Equity, and Inclusion

Tech careers should be for everyone. With 80+ nationalities represented, FDM thrives on diversity, fuels innovation through unique perspectives, and celebrates success together. As an Equal Opportunity Employer and FTSE4Good-listed company, we ensure every qualified applicant gets a fair shot -no barriers, just opportunities.

Additional Considerations

FDM Group, Inc. is registered to operate and hire employees in select states within the US. We will consider employment applications exclusively from candidates who are either residing in one of the following states or willing to relocate to them: Arizona, California, Colorado, Delaware, Florida, Georgia, Illinois, Indiana, Massachusetts, Maryland, Maine, Minnesota, North Carolina, New Jersey, New York, Pennsylvania, Tennessee, Texas, Utah, and Virginia.

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