Job Title: IT Help Desk Technician

Job Description:

The IT Help Desk Technician provides essential Tier 1 technical support to users, ensuring a positive and professional experience across all help desk interactions. This role is responsible for handling user authentication issues, password resets, navigation support, and resolving basic technical problems. The technician leverages Salesforce and financial services domain expertise to efficiently manage and resolve user inquiries or escalate issues to Tier 2 support as necessary. Clear documentation and updates to support resources are also key aspects of this position.

Key Responsibilities:

• Field a wide variety of user inquiries to the Help Desk in a courteous and professional manner.
• Identify and resolve multifaceted user issues including system-related concerns (e.g., password resets) and application-related questions.
• Provide Tier 1 support such as user authentication, password resets, basic navigation, and technical troubleshooting.
• Leverage Salesforce and financial services domain knowledge to respond to inquiries accurately and effectively.
• Escalate unresolved issues with complete documentation and context to Tier 2 or appropriate support personnel.
• Document all ticket resolutions clearly and consistently in the support system.
• Contribute to the maintenance and accuracy of FAQs, SOPs, and training manuals as needed.

Required Qualifications:

• Minimum of one (1) year of relevant help desk or technical support experience.
• Strong customer service orientation and excellent communication skills.
• Basic understanding of IT systems, user authentication, and help desk operations.
• Ability to use ticketing and CRM systems such as Salesforce effectively.

Education:

• Bachelor's degree in a related field is preferred.
• In lieu of a degree, an additional four (4) years of relevant experience may be substituted.

Preferred Experience:

• Salesforce Administrator Certification.
• Experience supporting financial services applications or environments.
• Familiarity with government contracting environments and related support expectations.

Position Details:

• Employment Type: Full-Time
• Location: 100% Remote (U.S.-Based)
• Hours: 40 hours/week with availability during core business hours
• Start Date: ASAP
• Eligibility: U.S Citizen or legal permanent resident

About Us:

SourceAbility provides best-in-class recruitment services primarily in the areas of IT, Data & Analytics. We strive to work with client companies that provide exceptional work environments for the candidates we represent. Our staff is highly trained in multiple verticals and works to ensure a positive experience when working with a recruitment firm.

SourceAbility, Inc. does not discriminate in the acceptance or referral of candidates on the basis of race, color, religion, sex, age, national origin, marital status, disability, or other protected characteristics.

Contact

Please contact Tanya Calkins at SourceAbility. 704-837-8202; tanya@sourceabilityinc.com

Posted On: Wednesday, May 28, 2025