Junior Helpdesk Support

Cantor Fitzgerald; New York (NY); On-site; USD 58,000 - 65,000; Full time

Job summary

Cantor Fitzgerald in New York is seeking a Junior Helpdesk Support to be the frontline for IT queries, delivering timely resolutions and excellent customer service.

You will log and triage tickets, assist with onboarding/offboarding, manage Active Directory, MFA, and Microsoft 365 groups, and support users across multiple time zones. This role requires strong English communication, basic networking knowledge, and a willingness to learn.

Qualifications

• 1+ year of helpdesk/IT support experience.
• Proficient in Active Directory user and group management.
• Strong English communication, both written and verbal.
• Familiar with Microsoft 365 apps (Outlook/Teams/SharePoint).

Responsibilities

• Serve as the primary IT contact via phone, email, and MS Teams with first-contact resolution.
• Log and manage tickets in the Service Desk system with clear descriptions.
• Troubleshoot remote access and guide users through issue resolution.
• Maintain SLA-driven queues and assist with onboarding and offboarding.
• Administer MFA and Active Directory operations.
• Collaborate on knowledge base and document recurring issues.
• Support users across multiple time zones, including on-call rotations.

Skills

Active Directory

Microsoft 365

English communication

Remote support

Networking basics

Education

CompTIA A+

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Job description

Job Description

As a Junior Helpdesk Support, you will be the first point of contact for IT-related queries and issues. Your primary goal is to deliver exceptional customer service and timely resolutions. You will manage tickets, perform remote troubleshooting, and maintain Active Directory operations. Additionally, you will contribute to our knowledge base, assist with user onboarding, and ensure smooth communication regarding service disruptions.

Responsibilities

• Serve as the primary IT support contact via phone, email, and MS Teams, aiming for first-contact resolution.
• Log and manage tickets using the Service Desk ticketing system, ensuring thorough descriptions and necessary approvals.
• Troubleshoot remote access issues and guide end users through problem-solving steps.
• Maintain clear work queues by adhering to SLA timeframes for ticket resolution.
• Administer Multi-Factor Authentication (MFA) for various applications and services.
• Manage Active Directory operations, including user account management and permission updates.
• Configure shared drive mappings and maintain distribution lists and Microsoft 365 groups.
• Document recurring issues and resolutions to reduce repeat incidents and contribute to the knowledge base.
• Participate in shift rotations or on-call duties to support global time zones as needed.
• Assist with user onboarding and offboarding processes, ensuring smooth hardware provisioning and account management.

Qualifications

• Proficiency in Active Directory user & group management is a must.
• 1+ year of experience in a helpdesk or IT support role is preferred.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint) is essential.
• Familiarity with ITSM tools like ServiceNow or Jira Service Management is an asset.
• Excellent written and verbal communication skills in English are required.
• Experience supporting remote users across multiple time zones is advantageous.
• Strong analytical and problem-solving abilities are key.
• Basic understanding of networking concepts (DNS, VPN, DHCP) is preferred.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are desirable.
• Experience in the financial services industry is a plus.

Compensation Expectations: $58,000-$65,000