Senior IT Help Desk Support Specialist

Job Description:

About AML RightSource

We are AML RightSource, the leading technology-enabled managed services firm focused on fighting financial crime for our clients and the world. Headquartered in Cleveland, Ohio, and operating across the globe, we are a trusted partner to our financial institution, FinTech, money service business, and corporate clients.

Using a blend of highly trained anti-financial crime professionals, cutting-edge technology tools, and industry-leading consultants, we help clients with their AML/BSA, transaction monitoring, client onboarding (KYC), enhanced due diligence (EDD), and risk management needs.

We support clients in meeting day-to-day compliance tasks, urgent projects, and strategic changes. Globally, our staff of more than 4,000 highly trained analysts and subject matter experts is the industry's largest group of full-time compliance professionals. Together with our clients, we are Reimagining Compliance.

About the position:

The Senior IT Help Desk Support Specialist serves as the initial point of contact for technical support within the organization, offering both remote and on-site assistance for operating systems, software, and hardware. Core responsibilities include administering the IT environment, managing device deployments, and overseeing the IT aspects of employee on- and off-boarding processes. This role also requires diligent follow-up on ticket requests, upholding IT guidelines and standard operating procedures, as well as managing IT equipment and keeping internal documentation current.

Candidates for this position must be fluent in English and possess strong customer service, communication, and problem-solving skills. Knowledge of modern operating systems and popular software suites is essential.

Responsibilities:

• Act as the primary technical contact, provide support to company employees by identifying, troubleshooting, analyzing, and solving OS, software, and hardware problems both on-site and remotely.
• Administering IT environment – workstations, printers, software installation, inventory management, updates, patches, etc.
• Follow-up ticket requests and escalate if needed.
• Manage Windows and MacOS and device deployment by MDM solutions.
• Act as primary responsible for / support IT part of on- and off-boarding processes.
• Observe and enforce group IT guidelines and IT standard operating procedures.
• Keeping internal documentation up to date.
• Manage and logistic IT equipment.
• Manage user accounts.
• Assist with the provisioning and maintenance of cloud and on-prem systems (e.g., Office 365, Exchange, SharePoint, Teams, etc.).
• Assist in the creation and optimization of IT processes.
• Work with Microsoft Windows Server 2019/2022 and server applications.
• Basic troubleshooting of network and virtual environment.

Requirements:

• Fluent in English, both written and spoken.
• Knowledge of Windows 10/11 and MacOS.
• Knowledge of Microsoft 365 suite and other Microsoft applications and products.
• Very good customer service support skills.
• Excellent communication and problem-solving skills.
• Ability to work well in a team and under tight deadlines.
• 2+ years of professional experience in IT support.
• Strong organizational skills and attention to detail.
• A proactive and result oriented person with an open mindset.
• A willingness to learn and obtain new skills and competencies in technology.
• Excellent knowledge of Windows and MacOS.

Consider as an advantage:

• Experience with Atlassian products (Jira Service Management).
• Experience with provisioning devices using MDM.
• Experience with Windows 10/11 and MacOS.
• Experience with (Azure) Active Directory.
• Experience with Windows Server.
• Experience with Network infrastructure.
• Experience with Virtualization.

AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All the information concerning breaches of law during the recruitment process should be reported at [email protected]. Upon request, you will be provided with Internal procedure for reporting and following up on breaches of law, adopted by the Company based on the Whistleblower Protection Act.