IT Systems & Help Desk Specialist

Job Description

As a member of the Technology Group, the IT Systems & Help Desk Specialist serves as a primary day-to-day technology support resource for the firm. The role is principally focused on responsive Tier 1 and Tier 2 help desk support, including troubleshooting user issues, managing access and accounts, supporting devices and applications, and coordinating timely resolution of technology requests. The position also assists with the administration and reliable operation of the firm’s Microsoft environment and key business systems, including Microsoft Dynamics 365, Bloomberg Terminal, and the Markov Processes International (MPI) machine. This is a hands-on, service-oriented role that works closely with employees, the Director of Technology, other Technology Group colleagues, the firm’s managed IT services provider, and external vendors.

Primary Responsibilities

• Serve as a primary point of contact for daily technology requests from employees across the firm, providing responsive, practical, and professional support.
• Provide Tier 1 and Tier 2 help desk support for laptops, peripherals, software, accounts, access, connectivity, printing, conferencing, mobile devices, and other end-user technology needs.
• Track, prioritize, document, and follow through on support requests, escalating issues when appropriate and keeping users informed through resolution.
• Troubleshoot and support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
• Support the day-to-day administration and use of Microsoft Dynamics 365 and other Microsoft systems, including user questions, access, basic configuration, data quality, training, and documentation.
• Oversee routine operational support for Bloomberg Terminal and the Markov Processes International (MPI) machine, including user access, availability, vendor coordination, and issue escalation.
• Administer user accounts, groups, licenses, permissions, shared mailboxes, distribution lists, and role lifecycles within Microsoft 365 and Microsoft Entra ID.
• Coordinate employee onboarding and offboarding from end to end, including equipment, accounts, permissions, licenses, and system access.
• Set up, deploy, maintain, and troubleshoot laptops, monitors, accessories, and other firm technology; coordinate repairs, replacements, inventory, and lifecycle needs.
• Manage access to third-party business applications and research, reporting, HR, and other firm systems.
• Coordinate escalations and resolution activities with the firm’s managed IT services provider, software providers, equipment vendors, and other external partners.
• Assist with system updates, testing, rollouts, migrations, security and access reviews, and other Technology Group projects.
• Create and maintain clear help desk records, user instructions, runbooks, operating procedures, asset information, and Technology Group knowledge resources.
• Identify recurring user issues and recommend practical improvements to systems, processes, documentation, and training.

Growth Opportunity

This position is designed to offer meaningful career growth within the firm’s Technology Group. As the successful candidate builds knowledge of the firm’s environment and demonstrates strong ownership, judgment, and technical capability, the role may expand beyond front-line support to include full ownership of designated systems and applications. Growth opportunities may include leading system administration and lifecycle management, managing vendor relationships, supporting security and governance initiatives, coordinating implementations and migrations, improving integrations and workflows, and taking broader responsibility for the reliability and continued development of the firm’s technology environment.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field, or equivalent practical experience.
• Experience providing end-user technology support or help desk services in a professional environment.
• Working knowledge of Microsoft 365 and Windows-based business environments; experience with Entra ID, SharePoint, Dynamics 365, Power Platform, Azure, or comparable enterprise platforms is preferred.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose issues methodically, determine when to escalate, and follow through to resolution.
• A service-oriented approach and the ability to support non-technical users clearly, patiently, and professionally.
• Strong written and verbal communication skills, disciplined documentation practices, and the ability to create practical user guidance.
• Exceptional attention to detail, organization, reliability, and follow-through, with the ability to manage multiple requests and priorities.
• Ability to work collaboratively with employees, internal stakeholders, external technology providers, and managed service partners.
• Interest in developing deeper system administration and systems ownership responsibilities over time.
• Discretion in handling confidential client, employee, and firm information.

Compensation & Benefits

Competitive base salary; annual incentive bonus opportunity; medical, dental, and vision coverage; 401(k) plan with company contribution; paid time off and holidays; and a flexible work environment.

Company

Since 1982, Alan Biller and Associates has specialized in fiduciary consulting to employee benefit plans. As of April 2026, the firm consults on approximately $170 billion in client assets, including approximately $75 billion managed with discretion through its OCIO services. The firm does not offer proprietary investment products and bases its recommendations and decisions on strong, independent research.