WHO WE ARE:
Financial Independence Group (FIG) is one of the nation’s largest Finance and Insurance Marketing Organizations (FMO & IMO) in the country, partnering with thousands of financial professionals in all 50 states. FIG seeks to expand the availability of financial products and services to financial professionals and ultimately the clients and families they serve. This is accomplished through robust product offerings, innovative marketing, and cutting-edge technology.
Interested in learning more? Click here to find out what it’s like to work at FIG.
ABOUT THE TEAM:
FIG’s Tech Team is no ordinary “IT Team." Utilizing cutting edge technology to build proprietary software, our tech team is so deeply entrenched in the business, they understand the problems afoot. With a culture of transparency and collaboration, all areas of FIG work cohesively to deliver the ultimate solutions for our advisors and the families they help.
FIG’s Tech Team operates in a truly agile manner. In today’s volatile and ever-changing environment, adapting to change and delivering quickly and securely is a must. Our tech team have a passion for change and our entire culture is driven off embracing that fact. We further encapsulate that by the way we work with our industry partners. We foster an environment of transparency and collaboration with those partners to be able to pinpoint industry problems that can be solved as one unit – removing the red tape that has fraught financial services for decades.
JOB TITLE: HELP DESK TECHNICIAN
JOB SUMMARY:
The Help Desk Technician will be responsible for providing technical support to end-users, diagnosing and resolving software and hardware issues, and escalating complex problems to the appropriate resources. This role requires a strong commitment to delivering exceptional customer service, maintaining accurate incident documentation, and ensuring timely and efficient resolution of technical issues. This is a full-time, in-office position based in Cornelius, NC, with occasional on-call or after-hours support as needed.
KEY RESPONSIBILITIES:
• Respond promptly to helpdesk tickets, emails, and phone calls, ensuring timely resolution of issues.
• Provide friendly, clear communication and professional support to non-technical users.
• Offer remote troubleshooting support using remote desktop tools for employees working off-site or from home.
• Assist with user account creation, password resets, and access permissions.
• Install, configure, and maintain software and hardware components to ensure optimal system performance.
• Set up and configure new hardware, including desktops, laptops, printers, and both PC and macOS systems.
• Help ensure that security protocols and antivirus software are up to date.
• Develop and maintain detailed documentation of technical procedures, solutions, incidents and troubleshooting steps.
• Provide basic training to staff on software usage, security practices, and troubleshooting common issues.
• Oversee the management of IT assets and inventory, ensuring proper tracking and maintenance.
• Work closely with other IT team members to resolve more complex technical issues.
• Continuously update knowledge of new technologies, tools, and industry best practices to improve service and support.
WHY YOU ARE THE RIGHT PERSON
• Associate or bachelor’s degree in information technology or a related field is preferred.
• Proven experience as a Help Desk Technician or similar role
• Excellent knowledge of Microsoft Windows and Office Suite, hardware and software installation, configuration, and troubleshooting.
• Familiarity with networking protocols and concepts, including TCP/IP, DNS, DHCP, and VPN
• Strong problem-solving and analytical skills
• Good communication and interpersonal skills
• Ability to work independently and as part of a team
• Able to lift computer equipment and or standup desks up to 50lbs.