HelpDesk Specialist, Level 3 Job at Commonwealth Financial Network
Overview:
Key Responsibilities
Picture Yourself Here
About Commonwealth
Turning our advisors into raving fans starts by doing the same for our employees. We foster an environment of excellence, growth, rewards, and fun in equal measure, so our employees genuinely enjoy coming to work. Our refreshing workplace culture has earned us 43 Best Place to Work awards—and counting.
The Fine Print
Commonwealth is an equal opportunity employer, making intentional efforts to source the very best talent from all backgrounds.
Whether you’re looking for a high-energy, inclusive atmosphere or a company that understands the importance of work/life balance, Commonwealth is your match! From generous bonus and 401(k) programs to tuition reimbursement and opportunities for flexible work schedules, Commonwealth is focused on helping its employees thrive in an environment suited to their needs. On top of all that, our Technology department offers a hybrid work schedule, so you’ll be able to work from home part time!
We’re looking for a helpdesk specialist to join our ranks. Our Technology Support Services team—known for providing efficient and timely answers to a wide range of technical questions—provides its customers with a feeling of confidence in the team’s professionalism, reliability, and commitment to Commonwealth’s technology.
As a level 3 technician, you will serve as an escalation point for our level 1 and level 2 technicians, while also acting in the capacity of a junior systems and network administrator. Your prior experience on the helpdesk frontlines and your natural ability to work in a team-oriented, collaborative environment are essential—as is a positive attitude, strong interpersonal and communication skills, and a keen attention to detail.
Key Responsibilities
- Helping manage security solutions, including firewalls and security software, for customer offices
- Resolving/troubleshooting advanced issues with numerous products/services including but not limited to: Checkpoint Firewalls, Zscaler, Enterprise Vault, Exchange, Active Directory, Azure, and MFA.
- Supporting the network hardware and equipment in our customers’ offices, such as modems, routers, and switches.
- Providing firsthand support, training, and troubleshooting assistance, as needed, to HelpDesk team members, both Level 1 and Level 2.
- Prompt and attentive support to real-time chats and emails from team members, both within the HelpDesk and between other teams.
- Resolve issues escalated by technology management and executive management
- Timely resolution and escalation of tickets via our ticketing system, ServiceNow.
- Be available for On-Call Rotation (1 Week on-call at a time, in rotation with the other Level 3s)
- Provide technical input from a support side perspective to other engineering and/or product teams for project development
- Provide assistance with, and management of, Exchange Online accounts and permissions.
Core Strengths
- At least 5 years of experience working in the technology support field
- Technical knowledge of operating systems, including Windows Server and Windows 10 and 11 (Mac knowledge a plus).
- Knowledge of current network hardware, protocols, and standards, including firewalls, Active Directory, and TCP/IP
- Technical knowledge of Exchange 2016/2019, Exchange Online, and Azure
- Familiarity with configuring and troubleshooting VPN configurations
- Ability to conduct in-depth research into issues and products as required
- Highly self-motivated and directed
- Ability to present ideas in user-friendly and nontechnical language
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptionally strong customer service orientation
- Ability to effectively communicate directly with stakeholders
- Experience working in a team-oriented, collaborative environment
- Available to be on call outside of business hours (nights and weekends)
Have we piqued your curiosity? Can you see yourself thriving in this opportunity? Let’s introduce ourselves.
Picture Yourself Here
Imagine keeping company with big thinkers and even bigger doers who share a common purpose to make a profound difference. Figure in an experience-it-to-believe-it culture, massive growth potential, and benefits galore, and you get the full impression.
We are committed to providing a supportive, equitable environment where you can bring your full, authentic self to your work every day and truly thrive in meaningful ways—personally and professionally. At Commonwealth, everyone plays a part in our success story. And in building a more diverse and inclusive workplace, we are broadening our perspectives and capabilities. Together, our potential is limitless. We invite you to join us on the path to a brighter future!
About Commonwealth
Commonwealth Financial Network, Member FINRA/SIPC, a Registered Investment Adviser, provides a suite of business solutions that empowers more than 2,000 independent financial advisors nationwide. J.D. Power ranks Commonwealth “#1 in Independent Advisor Satisfaction Among Financial Investment Firms, Seven Times in a Row.” Privately held since 1979, the firm has headquarters in Waltham, Massachusetts, and San Diego, California.
Turning our advisors into raving fans starts by doing the same for our employees. We foster an environment of excellence, growth, rewards, and fun in equal measure, so our employees genuinely enjoy coming to work. Our refreshing workplace culture has earned us 43 Best Place to Work awards—and counting.
The Fine Print
We care about your online safety as a prospective employee and encourage you to exercise caution when responding to job postings online. Commonwealth will never ask potential hiring candidates to pay or transfer funds as a precondition of interviews or employment, nor will we authorize recruiters or agents to do so on our behalf.
Commonwealth is an equal opportunity employer, making intentional efforts to source the very best talent from all backgrounds.
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