Branch Support Specialist

Job Summary:
The Branch Support Specialist provides on-site and remote technical support to end users at branch locations. This role delivers frontline hardware and software support, handles escalations from the helpdesk, supports local IT projects, and collaborates with Network and Escalation teams to resolve complex technical issues.
Key Responsibilities:
Provide on-site and remote support for hardware, software, OS, drivers, firmware, and applications
Install, troubleshoot, repair, and maintain applications and infrastructure
Handle escalations for in-house, third-party, and market data applications
Support work-from-home setups (firm-issued or personal devices with VM access)
Record and manage incidents and requests in the ticketing system
Create and maintain technical documentation
Collaborate with local and global IT teams across multiple platforms
Follow and enforce client IT policies and procedures
Participate in on-call rotation for after-hours and weekend support
Proactively communicate issues, trends, and delays to management
Stay current with technology and participate in training programs
Required Qualifications:
Bachelor's degree or equivalent experience (3 years of relevant experience in lieu of education)
Experience in IT support; Financial Services/Brokerage experience preferred
Strong troubleshooting, multitasking, and organizational skills
Experience with Microsoft Office and general office computing tools
Excellent communication and customer service skills
bility to support multiple buildings within a metro campus (if assigned)