IT Helpdesk Engineer I

📋 Description

• • As an IT Helpdesk Engineer I at Branch Financial, Inc., you will be an integral part of our dynamic IT department, serving as the crucial first line of defense in ensuring a seamless and productive technology experience for all Branch employees. Reporting directly to the Head of IT, your role is pivotal in maintaining the operational efficiency of our technology infrastructure, which is the bedrock of our innovative insurance company. You will be entrusted with the complete lifecycle of employee technology, from their initial onboarding to their eventual offboarding, ensuring every step is managed with precision and care.
• • Your responsibilities will encompass the meticulous management of employee technology onboarding. This includes the critical task of activating user accounts within our Okta Single Sign-On (SSO) system, a key component of our security and access management. Furthermore, you will provide essential IT orientation and hands-on setup assistance to new hires, ensuring they are equipped with the necessary tools and knowledge to integrate smoothly into the Branch team from day one. This proactive approach minimizes disruption and maximizes new employee productivity.
• • Equally important is your role in managing the technology aspects of employee offboarding. This involves the diligent deactivation and revocation of access to all company systems and applications, adhering to strict security protocols. You will also coordinate the secure recall of all company-issued equipment, ensuring its timely return. A vital part of this process is the secure wiping and preparation of returned devices for either re-deployment to new employees or appropriate disposal, maintaining data integrity and asset lifecycle management.
• • A significant portion of your role will involve the intricate logistics and comprehensive management of IT equipment. You will orchestrate the shipping and receiving of company-issued laptops and peripherals to employees located across various geographies, working closely with our end-user equipment logistics vendor to ensure timely and accurate delivery. Your expertise will be called upon for hardware setup, troubleshooting, managing warranty repairs, and facilitating equipment swaps as needed, ensuring minimal downtime for our distributed workforce.
• • Maintaining an accurate and up-to-date inventory of all IT assets is a core responsibility. You will utilize our asset management system to meticulously track asset assignments, current locations, and their status throughout their entire lifecycle. Regular inventory audits will be conducted to guarantee the integrity of our asset data, which is crucial for procurement planning, budgeting, and operational efficiency. You will also play a role in reordering equipment when inventory levels indicate a need, ensuring we are always well-stocked.
• • You will serve as the primary internal point of contact and escalation for technical issues that extend beyond the capabilities of our Managed Service Provider (MSP). This involves working collaboratively with our MSP, providing them with detailed runbooks and coordinating support solutions to resolve complex problems. You will also review MSP performance, identifying recurring issues that can be addressed through internal process improvements or enhanced training. Additionally, you will handle direct employee IT support requests that fall outside the MSP's scope or require specialized internal knowledge, acting as a bridge between our employees and external support.
• • Beyond specific escalations, you will provide essential first-line technical support for common hardware, software, and network issues that are not handled by the MSP. This includes basic network troubleshooting at the local office level, such as checking network cables and restarting devices. You will also contribute to the maintenance of our IT documentation, knowledge base articles, and procedural guides, fostering a culture of shared knowledge and efficient problem-solving. Identifying opportunities for process improvement and automation within your daily tasks will be key to enhancing the overall efficiency of the IT department and the employee experience.
• • This role is ideal for an individual who thrives in a fast-paced environment, possesses exceptional customer service skills, and has a keen eye for detail. You will be instrumental in supporting Branch's mission by ensuring our employees have reliable and efficient technology, directly impacting their ability to serve our members and drive the company's growth. Your contributions will be vital in shaping a positive and productive work environment at Branch.