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 TITLE: HELP DESK TECHNICIAN
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:
• Respond to user inquiries via phone, email, and ticketing systems promptly and professionally.
• Provide courteous and efficient technical support for software, hardware, and network-related issues.
• Educate users on IT best practices, security awareness, and self-service troubleshooting techniques.
• Troubleshoot and resolve technical problems to minimize downtime and maintain optimal system performance.
• Support Windows and macOS environments, Microsoft Office Suite, and commonly used enterprise applications.
• Image and upgrade systems to Windows 11 and the latest macOS versions, ensuring proper configuration and data integrity.
• Help ensure that security protocols and antivirus software are up to date.
• Deploy, configure, and maintain desktops, laptops, printers, and peripheral devices according to organizational standards.
• Assist with user account management, including password resets, permission adjustments, and onboarding/offboarding tasks.
• Escalate unresolved or complex issues to appropriate support teams or higher-tier technicians.
• Document issues, solutions, and technical procedures accurately in the ticketing system.
• Maintain and manage IT assets and inventory, ensuring accurate tracking, documentation, and regular upkeep.
• Stay current with emerging technologies, tools, and industry best practices to continuously enhance IT support services.
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
• Able to lift computer equipment and or standup desks up to 50lbs.