What are the responsibilities and job description for the Branch Support Specialist position at ClifyX?
Job Title: Branch Support Specialist
Location: Baltimore, MD (Onsite)
Contract duration: 12 months Contract
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
- Ability to support multiple buildings within a metro campus (if assigned)