Job Purpose: The Desktop Support Technician role will solve complex problems involving broad, in-depth product knowledge. This role will drive customer communication and keep the customer informed at all times, always having customer satisfaction as the primary goal. The Help Desk Technician’s goal is to provide best-in-class and high quality technical support for the assigned core technology and be able to work on difficult customer issues. Essential Job Functions: Engage in WFG company culture that emphasizes engagement in our 4 Cs, quality of work and high performance. Monitor Service Desk for tickets and respond to technical support requests by using various tools and processes to troubleshoot and isolate issues. Enter and/or update new/existing tickets and keep users informed of status. Provide event root cause investigation as necessary. Document procedures and application troubleshooting steps as necessary. Escalate complex technical issues to IT Operations for continued support. Work with IT Operations and application support teams to troubleshoot and document application and system issues. Communicate with internal users, and other Helpdesk Technicians regarding case status, prioritization, and resolution plans. Establish a close working relationship across multiple departments. Knowledge, Skills and Abilities: Ability to prioritize, plan, organize, and complete multiple tasks/projects within assigned time lines. Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues. High energy; ability to get things done. Excellent oral and written communication skills. Ability to work effectively with cross-functional departments. Must have strong teamwork skills and have demonstrated ability to interface with all levels of employees. Must have excellent written and verbal communication skills. Must be able to self-manage time and strategically contribute to the IT and application development teams. Basic Qualifications: Familiarity and comfort with current software technology and tools, including Microsoft Office 2010--2016 applications such as Outlook, Word and Excel. Working knowledge of help desk software and remote control support. Detail oriented with the ability to follow procedures. Must be able to multitask and prioritize tasks based on severity and customer impact. Technical degree in computer science/IS and operations and/or equivalent 2 years work experience. Application support experience. Must successfully pass a criminal history background check. Preferred Qualifications: Experience in a NOC or Technical Call Center is a plus. Supervisory Responsibility: This position has no supervisory responsibilities. Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Requirements/ADA: No unusual physical requirements. Requires no heavy lifting, and nearly all work is performed in a comfortable indoor facility. Routine deadlines; usually sufficient lead time; variance in work volume seasonal and predictable; priorities can be anticipated; some interruptions are present; travel or other inconveniences have advance notice; involves occasional exposure to demands and pressures from persons other than immediate supervisor. Job frequently requires sitting, handling objects with hands. Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 10 lbs. Vision requirements: Ability to see information in print and/or electronically. Position Type/Expected Hours of Work: Days and hours of full –time position are Monday through Friday, 8:00 a.m. to 5 p.m. Part-time positions may be considered. Travel: Travel may be expected for this position.