IT Helpdesk Technician

Are you a technically adept professional who thrives in dynamic environments, enjoys providing top-notch technical support and ensuring seamless operations? If so, we want you on our team! At RFG Advisory, you’ll be part of a collaborative team that empowers individuals across the organization by resolving their technical challenges with confidence and professionalism. Your ability to balance multiple tasks and priorities, as well as troubleshooting and problem-solving skills will be at the forefront of creating positive user experiences, from assisting tech-savvy professionals to guiding those less familiar with technology.

The IT Helpdesk Technician will handle ticket triage for IT-related requests, including both infrastructure and practice development (PD) support. The primary focus will be on Infrastructure tickets, with occasional assistance for PD requests. This role requires timely responses, exceptional communication skills, and a professional demeanor to deliver the high level of service expected by our clients. 

Location:

• This position is located in our Birmingham, AL office. We offer a hybrid schedule 3 days in-office, 2 days remote.

Key Responsibilities:

• Ticket Management & Triage: Sort, classify, and prioritize IT-related tickets, ensuring proper routing to the relevant teams; respond to and resolve tickets specifically related to infrastructure issues.
• User Support: Provide on-site support, handling in-office requests including desk setups, printer issues, and meeting/phone system setups; assist users via remote troubleshooting for hardware and software issues.
• Technical Assistance: Troubleshoot issues related to Windows computers, mobile devices (iPhone & Android), and peripheral hardware (printers, routers, etc.); perform administrative tasks within Microsoft Azure and Ring Central, including adding users to distribution groups and modifying email permissions.
• Shadowing & Project Assistance: Shadow system administrators to gain exposure to complex issues and assist with elements of larger IT projects as needed.
• Documentation & Communication: Ensure tickets are appropriately categorized and escalated when necessary; document troubleshooting steps, actions taken, and resolutions within the ticketing system. 

Benefits:

• Health, Dental and Vision Insurance with company stipend 
• 401(k) + Safe Harbor contribution 
• Company-sponsored Short-term and Long-term Disability + Life Insurance 
• Voluntary Life Insurance, Accident, Cancer and Critical Care coverage for you and your dependents 
• Dependent Care FSA, Medical FSA and HSA with qualifying medical plans 
• Parental Leave 
• Surface Pro + Home setup 
• Continuing education and professional development support 
• Loads of awesome RFG Swag! 

Company Overview:

RFG Advisory is an innovator in the wealth-management industry. Recognized by Forbes/Shook Research as a Top 100 RIA in America, by Investment News as a 2021, 2022 and 2024 Best Places to Work for Financial Advisers, and by Wealth Management.com as Top Non-Custodial RIA Support Platform of the Year in 2022, our team of A-players have a servant heart and a warrior mindset. Our success is driven by a team of professionals from a diverse spectrum of industries who work together to foster independence of Financial Advisors across the country.  Disclosure: www.rfgadvisory/awards 

This is a great opportunity to be a part of a growing team in a fast-paced and changing industry. Our most recent Net Promoter Score among our corporate team is a 93 with 100% participation and with our Advisor NPS is a 85 versus industry average of a 44. Our team members consistently comment about our culture, teamwork, support of leadership and executive team and the collaboration that happens amongst our functional teams. So, if you are looking for a fun group of people to work with in an ever changing, never a dull moment organization, please apply! 

Qualifications: 

• Comptia A+ Certification or equivalent experience is required.
• Hands-on experience with Microsoft Azure and Ring Central administrative tasks is preferred.

Skills:

• Strong written and verbal communication skills, with the ability to confidently and professionally interact with users at all levels. 
• A proactive attitude towards learning and growing technical knowledge, especially within Infrastructure IT.
• Proficiency in managing multiple tasks with excellent time management skills. 
• Communicate effectively with users of varying technical expertise, ensuring a warm and professional experience with a proactive approach to problem-solving. 
• Ability to take ownership of responsibilities and work both independently and collaboratively. 
• Creative problem solver with the ability to anticipate needs and actively participate in a culture of excellence. 
• Adaptable and quick learner in a fast-paced environment