Jobs in United States

Job Title: IT Helpdesk Officer

Who are we?

CFI Financial Group is an award-winning trading provider, possessing more than 25 years of experience with multiple offices around the world including London, Larnaca, Beirut, Amman, Dubai, Kuwait, Port Louis, and others.

CFI is hiring! Make your mark in the online trading industry.

Are you looking to pursue a career in finance? Do you want to work with a dynamic and growing team in the exciting world of online trading and investing? If you answered yes, then we have some amazing opportunities for you!

Description:

The IT Officer serves as the first point of contact for end-users experiencing technical issues, providing efficient and effective support for hardware, software, and network-related problems. This role is essential for maintaining a productive work environment by ensuring timely resolution of technical issues and delivering excellent customer service.

Key Responsibilities:

• First-Line Technical Support:
• Respond to user inquiries and support requests via phone, email, chat, and in-person.
• Troubleshoot and resolve hardware and software issues, including operating systems, applications, and peripherals.
• Assist users with basic network connectivity problems.
• Provide support for desktop computers, laptops, printers, and mobile devices.
• Assist with software installations, configurations, and updates.
• Incident Management:
• Accurately log all support requests and incidents in the help desk ticket systems.
• Prioritize and manage tickets based on severity and impact.
• Follow up with users to ensure issue resolution and satisfaction.
• Escalate complex issues to higher-level support teams as needed.
• Customer Service:
• Provide professional and courteous support to all end-users.
• Communicate technical information clearly and concisely.
• Maintain a positive and helpful attitude.
• Ensure user satisfaction by providing timely and effective solutions.
• Documentation and Knowledge Management:
• Document troubleshooting steps and solutions in the knowledge base.
• Contribute to the creation and maintenance of IT documentation.
• Maintain accurate inventory of IT equipment.
• System Administration Assistance:
• Assist with basic user account management.
• Perform basic system maintenance.
• Assist with the setup of new hardware.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience in an IT Help Desk or technical support role.
• Solid understanding of computer hardware, software, and operating systems (Windows, macOS).
• Basic networking knowledge.
• Excellent problem-solving and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work independently and as part of a team.
• Experience with help desk ticketing systems.

Technical Skills:

• Proficiency with Microsoft Office Suite.
• Basic understanding of network protocols.
• Experience with remote support tools.
• Basic understanding of Active Directory.
• Basic hardware trouble shooting skills.