IT Support Technician

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30%+ each year over the last nine years.

Here you will find hard-working colleagues who come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: IT Support Technician

Our Location: Hybrid Boston Office/Remote 160 Gould Street, Suite 100, Needham, MA 02494

You Report To: Senior Director, IT Operations

Compensation: $61,008 plus bonus!

Schedule: Monday – Friday 9am -5:30pm EST during training AFTER training 11am - 8pm EST OR 10am - 7pm EST

About the Opportunity:

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for three years in a row, is adding a new partner to our IT department to accommodate our remarkable growth!

The IT Support Technician will work out of our Boston Office 160 Gould Street, Suite 100, Needham, MA 02494 but will transition to a hybrid work from home rotation. The core responsibilities of a Level 1 technician are responding to service requests via the internal ticketing system, email and chat. This individual will be the initial contact for most IT related issues and will be responsible for collecting enough information, assigning the issue to the correct individual or resolving the issue themselves. They must have a strong commitment to customer service and willingness to document and learn to resolve most issues.

What you will do:

Your duties include, but are not limited to:

• Be the initial point of contact for IT related help desk tickets created by First Help Financial employees and contractors
• Provide on-site and remote support for all desktop, networking, and server related issues
• Offer a high level of customer service by responding to all tickets, performing problem analysis, triaging the tickets, and follow through to resolution
• Configure, setup, test, and troubleshoot a variety of hardware including desktops, laptops, printers, and mobile devices
• Provide support for all third-party software applications used by FHF employees
• Create and edit process documentation as required
• Deliver training to end-users as required

• Other responsibilities as they arise will be assigned

What you bring:

• Strong knowledge of Windows 11 desktop environment and support of common issues
• Understanding of ITIL practices and experience working with a help desk ticketing system
• Demonstrated historical career stability
• Premier customer service focused
• Familiarity with support of desktop\laptop related hardware and peripherals
• Experience in support of any of the following Azure AD, M365, Okta, Nice in-contact, Outlook, Teams, Sonicwall, and MS Intune
• Knowledge of Active Directory and the ability to support user accounts and provide basic domain level support service
• Basic networking experience and ability to do basic troubleshooting within the local LAN and remote users home networks
• Can manage multiple tasks with different priorities.
• Understanding of general IT concepts and a passion for technology
• Willingness to work off hours and provide on-call support when needed

FHF Benefits…

• Great Perks – We offer generous salaries, competitive health, and welfare benefits (medical, dental, vision, LTD/STD, Identity theft, paid parental leave and much more), paid vacation, 401(k) match, tuition reimbursement, social activities, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone, and we have a proven record of investing in you.

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of all genders, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.