Senior Helpdesk Technician

Job Description

The Information Services team supports all technology systems at UTIMCO and requires an individual with experience supporting Windows 10, BYOD, network printing as well as other services. The ideal candidate must be curious and be able to deconstruct new technologies in a detailed and proficient manner. Candidate must be willing to perform root cause analysis and propose long-term solutions for the benefit of the client. Essential functions include:

  • Assist senior team members to develop best practices, polices and procedures governing how to troubleshoot IT issues.
  • Provide stellar on-site assistance person to person and via phone and/or email for hardware, software, telephony, mobile, printing, installations and operating system issues (level 1 and level 2 support)
  • Track and manage issues within guidelines of service level agreements
  • Analyze and report on systems performance
  • Build relationships across UTIMCO in order to foster an excellent culture on the Information Services team and across the organization
  • Perform other related duties and projects as assigned


  • 3+ years of experience in a structured enterprise environment
  • Directory Management (Active Directory, Office 365, Exchange)
  • Asset Management
  • Experience providing support via ITSM systems
  • Proficiency with Microsoft operating systems and Microsoft Office
  • Knowledge of mobile devices and their respective operating systems
  • Working knowledge of TCP methodologies
  • Unquestioned honesty, integrity, and transparency
  • Excellent interpersonal, written, and verbal communication skills
  • Maintain confidence with clients and ensure communication channels are consistently open
  • Ability to “run with” projects with little to no direction
  • Cultural fit is a must in a respectful, collegial, and open working environment
  • Highly adaptable
  • Strong problem-solving skills with an attention to detail
  • Resolve interpersonal conflict respectfully and directly
  • Constructive, “can do” attitude committed to consistently doing what is best for the organization

Preferred Qualifications

  • Effectively prioritize and execute tasks in a high-pressure environment
  • VMware or similar hypervisor technology experience
  • Virtual desktop support experience
  • Financial services experience
  • Experience working in a team-oriented, collaborative atmosphere