The Help Desk Specialist provides support to end users on a variety of technical issues. This position identifies, researches, and resolves complex technical problems as the first level of technical support. The Help Desk Specialist responds to telephone calls, email, and self service requests to provide technical support. Principal Duties and Responsibilities: Create accounts and make appropriate changes to user accounts in Active Directory systems Responsible for creating and maintaining documentation using the appropriate knowledge base system Troubleshoots, diagnoses, and resolves level one hardware and software issues for end users User account administration in accordance with industry standard financial and sensitive data, compliance practices Documents, tracks, and monitors incidents to ensure timely resolution Configure, troubleshoot, and support: VPN service, clients, and remote RDC access Perform administrative duties - password resets, create accounts, Anti Virus, Windows updates etc Experience with VOIP desktop client support and administration Receive and compile support requests by phone, e-mail, and self-service portal through the call-tracking system Continually expands technical and business environment knowledge Applies understanding and knowledge of information systems products and service to assist internal users Coordinates escalations to appropriate technical, professional, or service personnel for appropriate services, repairs, training and follow-up Experience and Education: Minimum 1-2 years of hands on Help Desk experience in a medium to large Microsoft environment Strong knowledge of Desktop Support tools as well as the entire Microsoft Office Suite Experience in an environment requiring the ability to apply a systematic approach to troubleshooting and problem solving Demonstrated analytical and problem solving skills, and the ability to organize and prioritize several projects and tasks at one time Required Skills, Abilities, Soft Skill Factors: Must be detail-oriented, security conscious, and proficient in troubleshooting Excellent written and verbal communications skills are a must, candidate has the ability to work and communicate effectively in a team environment Comfortable in a fast-pace environment, working across multiple projects simultaneously Must have the desire to work on new, innovative, cutting edge technologies Flexibility to work non-standard work hours, days, and weekends