Help Desk Technician

Financial Independence Group; Cornelius (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Financial Independence Group in North Carolina is seeking a Help Desk Technician to provide technical support to end users, troubleshoot software and hardware, and escalate complex issues. You will deliver timely resolutions and maintain documentation.

The role emphasizes customer service, ongoing training, and collaboration with IT teams to keep systems running smoothly and securely, with opportunities to grow in a fast-paced finance tech environment.

Qualifications

• Bachelor's or Associate degree in IT/CS or related field preferred.
• Proven experience as a Help Desk Technician or similar role.
• Strong Windows and Office knowledge; hardware/software installation and troubleshooting.
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN.
• Excellent communication and customer service skills.

Responsibilities

• Provide technical help for software, hardware, and network issues.
• Respond to help desk tickets, emails, and calls promptly.
• Identify and escalate high-priority problems.
• Install, configure, and maintain software and hardware.
• Perform upgrades and patches.
• Document procedures and solutions.
• Provide end-user training and support.
• Maintain incident records accurately.
• Stay up-to-date with emerging tech trends.
• Setup and manage Active Directory user accounts.
• Manage assets and inventory.

Skills

Customer service orientation

Troubleshooting

Windows OS

Networking basics

Documentation & ticketing

Education

Bachelor's or Associate degree in IT/CS or related

Relevant IT support experience

Tools

Active Directory

Microsoft Office Suite

Helpdesk ticketing system

Job description

WHO WE ARE:

Financial Independence Group (FIG) is one of the nation’s largest Finance and Insurance Marketing Organizations (FMO & IMO) in the country, partnering with thousands of financial professionals in all 50 states. FIG seeks to expand the availability of financial products and services to financial professionals and ultimately the clients and families they serve. This is accomplished through robust product offerings, innovative marketing, and cutting-edge technology.

Interested in learning more? Click here to find out what it’s like to work at FIG.

ABOUT THE TEAM:

FIG’s Tech Team is no ordinary “IT Team”. Utilizing cutting edge technology to build proprietary software, our tech team is so deeply entrenched in the business, they understand the problems afoot. With a culture of transparency and collaboration, all areas of FIG work cohesively to deliver the ultimate solutions for our advisors and the families they help.

FIG’s Tech Team operates in a truly agile manner. In today’s volatile and ever-changing environment, adapting to change and delivering quickly and securely is a must. Our tech team have a passion for change and our entire culture is driven off embracing that fact. We further encapsulate that by the way we work with our industry partners. We foster an environment of transparency and collaboration with those partners to be able to pinpoint industry problems that can be solved as one unit – removing the red tape that has fraught financial services for decades.

JOB SUMMARY:

The Help Desk Technician will be responsible for providing technical support to end-users, troubleshooting software and hardware issues, and escalating complex problems to appropriate resources. This role involves providing excellent customer service, maintaining accurate documentation of incidents, and resolving technical issues in a timely and efficient manner.

KEY RESPONSIBILITIES:

• Provide technical assistance and support for incoming queries and issues related to software, hardware, and network problems
• Respond to help desk tickets, emails, and phone calls in a timely manner
• Identify and elevate high-priority issues to appropriate resources
• Install, configure, and maintain software and hardware components
• Perform software and hardware upgrades and patches
• Create and maintain documentation of technical procedures and solutions
• Provide end-user training and support
• Maintain accurate and up-to-date records of incidents and solutions
• Stay up-to-date with emerging technologies and industry trends
• Maintain a high level of customer service at all times
• Setting up and maintaining user accounts in Active Directory
• Managing assets and inventory

WHY YOU ARE THE RIGHT PERSON

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Proven experience as a Help Desk Technician or similar role
• Excellent knowledge of Microsoft Windows and Office Suite, hardware and software installation, configuration, and troubleshooting
• Familiarity with networking protocols and concepts, including TCP/IP, DNS, DHCP, and VPN
• Strong problem-solving and analytical skills
• Good communication and interpersonal skills
• Ability to work independently and as part of a team
• Associate's or Bachelor's degree in Information Technology or a related field is preferred