Siepe3mo ago

IT Help Desk Tier 1

DurhamFull-timemid

OtherIt Help Desk Tier

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Quick Summary

Overview

Siepe is a fast-growing technology company headquartered in Dallas, TX – focused on helping investment managers turn complexity into clarity.

Technical Tools

OtherIt Help Desk Tier

Siepe is a fast-growing technology company headquartered in Dallas, TX – focused on helping investment managers turn complexity into clarity. We build software and data solutions that give hedge funds and financial services firms the visibility, speed, and confidence they need to make better decisions – faster.

Our platform delivers a unified source of truth that empowers our clients with real-time, actionable insights. We don’t just serve the industry – we help modernize it!

Siepe is profitable, privately held, and growing fast. We offer more than just competitive pay and great benefits—we offer the chance to do impactful work alongside sharp, driven teammates in a culture that rewards curiosity, initiative, and follow-through. Whether you come from finance, tech, or are charting a new path, you’ll find meaningful problems to solve, real ownership, and the momentum to grow your career with purpose.

As an IT Help Desk Tier 1, you will serve as the first point of contact for technical support issues at a key client site. This role blends technical problem-solving with exceptional customer service/communication skills, supporting a cloud-first environment and high-demand financial users. It is vital that this role is carried out in a professional, courteous, and friendly manner as they will be working very closely with our client and represent Siepe onsite.

We are currently seeking a customer service–focused engineer to provide white-glove onsite support for a large client in the Durham, NC area. The position includes both walk-up and remote user support. The client environment is heavily cloud-based, with minimal on-premises infrastructure.

Delivering white glove service for support requests for end users, workstations, conference rooms, and any other IT managed resources

Work with our IT Infrastructure, Implementation, Relationship Management, and Service Desk teams supporting our client both as front-line Service Desk support, dedicated onsite support, and on implementation projects

Install, configure, and support local desktop applications in a Windows based environment

Install, configure, and support virtual and physical workstations (desktops/laptops with multiple monitors)

Monitor ticketing systems for inbound support requests, ensuring timely acknowledgment and response in accordance with defined SLAs

Monitor infrastructure and system alerts across all monitoring platforms, identifying, investigating, and escalating issues as required

Perform system health checks following a detailed checklist to verify the status of critical systems and services, addressing or escalating issues as necessary

Execute routine maintenance tasks as directed, ensuring adherence to standard operating procedures and change management processes

Managing and updating IT inventory

Coordinate escalations by contacting escalation team members or responsible personnel in the event of critical incidents requiring immediate attention.

Recommend and implement solutions that will help to propel Siepe’s reputation as a high-quality IT services provider in the financial services space

Work closely with senior leadership on opportunities where technical expertise is required during the business development process

2–3 years of previous IT support experience; MSP experience preferred

Expertise with ticketing systems, time entry/management, and SLA-driven environments

In-depth knowledge of Microsoft operating systems, including expert-level support of Windows 10 and 11 workstations

Working knowledge of Windows Server 2025, 2022, and 2019

Proficient in Microsoft Active Directory (traditional and Entra ID), including creating users, groups, and group policies with minimal guidance

Experience managing workstations in both traditional domain and Entra ID environments

Experience managing file server shares and permissions

Knowledge and experience with Microsoft 365, including user/account setup and configuration, Entra ID, SharePoint, Endpoint/Intune, Exchange Online, and Teams

Familiarity with Mobile Device Management (MDM) and Mobile Application Management (MAM), including Endpoint/Intune and Azure Conditional Access

Strong understanding of security best practices for securing local applications, end-user data, and workstations

Basic networking and infrastructure skills, including:

Firewall configuration and rule creation

Troubleshooting network routing and connectivity issues

Wireless network and access point setup and support

Amazon AWS and Microsoft Azure cloud support experience, including setup, configuration, design, and support of cloud-based workloads

Software deployment experience

Cloud VoIP experience

Experience with scripting, including PowerShell and command line

In-depth knowledge of supporting Microsoft Excel and add-ins

Bloomberg application support experience