Help Desk- Customer Support Specialist

Allworth Financial (www.allworthfinancial.com) is an independent investment financial advisory firm that specializes in retirement planning, investment advising, and 401(k) management with a direct approach to financial planning. Allworth Financial delivers long- and short-term investment planning solutions and advice to help clients achieve their goals and plan strategically for retirement.

Allworth Financial is a high growth, private equity backed, multi branch Registered Investment Advisor. Founded in Sacramento, California, in 1993 Allworth is primarily a fee-based, employee-centric fiduciary advisory firm, that prides itself on emphasizing client well-being and education. The business is a multi-billion dollar firm and is on track for continued growth through both acquisitions and strong organic growth. Allworth is considered a great place to work and was once again given the prestigious “Circle of Excellence” award by the National Business Research Institute for employee and client satisfaction in 2021, placing it among the best-loved brands in America. Allworth Financial was also recognized as a Barron's Top 40 RIA in 2022.

Position Summary

Maintain and monitor end-user laptops and productivity applications on local area network. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user systems and network performance meet company and user requirements. Troubleshoot computer problems, determine source and advise on appropriate action. Perform responsibilities in accordance with all company standards, policies, and procedures.

This is a full time in office position.

Duties and Responsibilities

• Deliver an exceptional client experience. Serve as the first point of contact for Allworth associates, handling inbound calls, emails and chat inquiries in a courteous, timely, and professional manner. Ensuring each interaction reflects the team’s dedication to transparency and client care.
• Identify and diagnose technical issues. Capture, validate and triage user issues; identify and classify incident types and service interruptions; and use remote tools and diagnostic utilities to resolve problems.
• Resolve or escalate issues appropriately. Provide first‑line investigation and diagnosis to resolve incidents quickly; if issues cannot be resolved, document them thoroughly and liaise with Level2 support or vendors as needed.
• Manage service requests. Log all incidents and requests in the ticketing system (JIRA), categorizing and recording queries and outcomes.
• Assist with onboarding and integration. Work with HR and integration teams to ensure seamless onboarding experience.
• Maintain data security and compliance. Strictly follow policies for handling confidential client data; comply with regulatory requirements and the firm’s privacy and security policies.
• Provide proactive service and education. Offer essential online security advice and guidance; assist users with self‑service resources and promote the best practices. Identify recurring issues and suggest process improvements.
• Collaborate and communicate. Participate in team meetings, share knowledge and insights with colleagues and product teams, and assist with special projects or deployment activities as assigned.

Qualifications

Required

• At least one year in technical support or customer service role; experience with system support and deployment is highly desirable.
• Bachelor’s degree in information technology or a related discipline (or equivalent experience).
• Technical proficiency. Familiarity with Windows and macOS desktop operating systems; basic knowledge of M365, Azure, and server environments; experience installing and configuring hardware/software; and exposure to network infrastructure support. Hands on experience in windows administration, zoom setup, MS 365 including SharePoint, Entra and Exchange.
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• Communication skills. Ability to read, speak and write English fluently; excellent verbal and written communication skills and strong client‑service orientation
• Organizational skills. Ability to multi‑task across multiple systems and screens while speaking with clients; strong problem‑solving skills and attention to detail. Capable of managing a high volume of requests and meeting service‑level agreements.
• Interpersonal qualities. Demonstrated professionalism, empathy, patience and customer‑focused attitude; ability to thrive in a fast‑paced environment and remain calm under pressure.
• Complia