IT Helpdesk Engineer I

Branch Financial, LLC • Columbus, OH

1d • Hybrid

About The Position

As a fast-paced and growing organization, our technology infrastructure is vital to our success. Our IT department is dedicated to providing exceptional support and seamless technical experiences for all our employees. We believe that a strong help desk is the foundation of a productive workforce, ensuring that everyone has the tools they need to excel.
The Opportunity:
As our Help Desk Engineer, you will be a crucial front-line member of our IT team, reporting directly to the Head of IT. You will be responsible for ensuring our employees have a smooth technology experience from their first day to their last, managing the logistics of their equipment, maintaining accurate asset records, and serving as a critical point of contact for technical issues. This role is perfect for someone who is highly organized, customer-focused, technically proficient, and eager to make a tangible impact on employee productivity.

Requirements

• 2-4 years of experience in a Help Desk, Desktop Support, or IT Support role.
• Proven experience with employee onboarding and offboarding processes.
• Hands-on experience supporting both Windows and macOS operating systems.
• Familiarity with Google Workspace and O365 administration (user management, email group management, etc).
• Experience with asset management systems and inventory tracking.
• Solid understanding of common IT hardware (laptops, printers, monitors, networking basics).
• Proficiency in troubleshooting common software applications (e.g., Microsoft Office Suite, web browsers, collaboration tools).
• Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPNs).
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management).
• Exceptional customer service skills with a patient, empathetic, and professional demeanor.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Highly organized and detail-oriented, with the ability to manage multiple tasks simultaneously.
• Proactive and self-motivated, with a strong desire to learn and grow.
• Associate's degree in Information Technology or a related field, or equivalent practical experience.

Nice To Haves

• Prior experience working with or coordinating with an MSP is a strong plus.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Responsibilities

• Employee Onboarding & Offboarding:
• Manage the entire technology aspect of employee onboarding:
• Activate user accounts in Okta SSO system
• Provide basic IT orientation and setup assistance to new employees.
• Manage the technology aspect of employee offboarding:
• Deactivate and revoke access to all company systems and applications.
• Coordinate the secure recall of company-issued equipment.
• Wipe and prepare returned devices for re-deployment or disposal.
• Equipment Logistics & Management:
• Trigger the shipping and receiving of company-issued laptops and peripherals to employees in various locations.
• Manage the relationship with Branch end-user equipment logistics vendor.
• Assist with hardware setup, troubleshooting, warranty repair, and swaps as needed.
• Asset Inventory Management:
• Maintain an accurate and up-to-date inventory of all IT assets using our asset management system.
• Track asset assignments, locations, and status throughout their lifecycle.
• Conduct regular inventory audits to ensure data integrity.
• Assist with procurement planning based on inventory levels and upcoming needs.
• Reorder equipment when inventory levels are low.
• MSP Ticket Escalations & Collaboration:
• Serve as the primary internal point of contact and escalation for technical issues that require deeper investigation or on-site support beyond what our Managed Service Provider (MSP) can resolve.
• Work closely with our MSP, providing detailed runbooks and coordinating support solutions.
• Review MSP performance and identify recurring issues that could be addressed internally or through process improvements.
• Handle direct employee IT support requests that fall outside the MSP's scope or require specialized internal knowledge.
• General IT Support & Operations:
• Provide first-line technical support for common hardware, software, and network issues when not handled by the MSP.
• Assist with basic network troubleshooting at the local office level (e.g., checking network cables, restarting devices).
• Help maintain IT documentation, knowledge base articles, and procedural guides.
• Identify opportunities for process improvement and automation within daily tasks.

Benefits

• Above-market salary - Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.
• Pay equity and transparency - Our pay isn’t just market-driven, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs.
• Remote-first (with perks) - Work from where you’re most comfortable. We’ll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters if you’d like to join us in an office.
• Flexible YouTime - We don’t just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we’ll give you $1000 toward your next vacation.
• Employee stock options - You’re not just an employee. If you’re full-time, you’re also a part-owner. You’ll have stock options so you can invest in the company you’re helping to grow.
• Medical, vision, dental - Get all the coverage you need for a healthy, happy life.
• 401k and contribution matching - Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree