Systems Support Specialist I

About the role

You will own the end-to-end management of incoming IT service requests through a structured ITIL-based workflow, ensuring timely resolution and high levels of customer satisfaction. This role requires you to rapidly adapt to shifting priorities and manage fluctuating workloads inherent in a dynamic support environment. You will act as the primary point of contact for users, diagnosing issues, providing clear guidance, and following through until problems are fully resolved. The position demands a strong commitment to quality standards, consistent customer care, and accurate reporting against departmental objectives. You will leverage your technical knowledge to analyze problems, implement fixes, and minimize unnecessary escalations to deeper technical teams. Additionally, you will act as a subject matter expert for Salesforce-related inquiries, ensuring users receive accurate and efficient support for this critical tool. This role is integral to maintaining the operational efficiency of Northmarq's support capabilities.

Key facts

What you'll do

• Streamline the intake and resolution of user incidents using ITIL-based processes for tickets, requests, and demands.
• Analyze complex technical issues, troubleshoot hardware and software problems, and implement fixes with minimal involvement from system administrators.
• Provide foundational user training on off-the-shelf applications and standard office products to improve end-user proficiency.
• Perform system repairs remotely using approved remote tools and diagnostic software to restore user functionality.
• Follow up consistently with customers to gather feedback and ensure problems are tracked to full resolution.
• Maintain precise and up-to-date records, knowledgebase articles, and tracking databases to support the support lifecycle.
• Apply best practices and insights into internal or external business issues to identify opportunities for product or service improvements.
• Meet or exceed departmental performance KPIs, goals, objectives, and other assigned responsibilities.
• Take ownership of troubleshooting efforts, investigating trends and root causes to prevent recurring issues.
• Demonstrate sound judgment and strict adherence to company policies and procedures within the scope of support for Northmarq Capital LLC.
• Serve as the primary subject matter expert for all Salesforce-related tickets triaged from the user base.
• Escalate unresolved queries promptly to the IT Service Desk Team Lead to ensure issues receive appropriate attention.
• Perform other duties and responsibilities as assigned by management to support team objectives.

Requirements

• Hold an Associate degree or possess equivalent work experience that demonstrates foundational knowledge and skills.
• Bring 1 to 2 years of preferred experience in a desktop support environment, showcasing your ability to handle user issues.
• Show prior experience supporting Salesforce platforms, indicating familiarity with CRM concepts and ticket management.
• Have basic, proven experience working with Office 365 suites, including Teams, Outlook, OneDrive, and Groups.
• Exhibit a strong customer service background with a demonstrated history of positive user interactions.
• Possess knowledge of Microsoft Windows operating systems and their core functionalities and troubleshooting methods.
• Show proficient knowledge of Microsoft Office Professional, with a specific emphasis on Microsoft Teams for collaboration.
• Understand TCP/IP and fundamental networking concepts to diagnose connectivity and configuration issues.
• Be proficient in remote support techniques for all office hardware end devices, including laptops, monitors, and peripherals.
• Have experience responding to Salesforce-related tickets escalated from internal users, providing timely updates and resolutions.
• Be capable of supporting clients remotely using the tools and security protocols provided by Northmarq Capital LLC.
• Work effectively within the Northmarq Capital LLC framework, applying company policies and professional standards in all support activities.
• Communicate clearly and professionally, both in writing and verbally, to convey technical concepts to non-technical stakeholders.
• Operate efficiently in a flexible work arrangement that prioritizes in-office teamwork while allowing for remote work when appropriate.
• Comply with Northmarq's requirement that candidates must possess unrestricted authorization to work in the U.S. for any employer, without the need for sponsorship now or in the future.

Nice to have

• Preferred items are noted in the requirements section above; there are no additional preferred qualifications listed in the source material.

Practical notes

• This role supports a flexible schedule that prioritizes in-office teamwork, with flexibility for remote work when appropriate.
• Northmarq does not provide immigration sponsorship for this position. Candidates must possess unrestricted authorization to work in the U.S. for any employer, without the need for sponsorship now or in the future, to be considered for this position.