Helpdesk Consultant

Company: Granite Solutions Groupe
Location: San Francisco
Posted on: June 2, 2025

Job Description:

Consultant, Technical SupportAbout Our Firm:Granite Solutions Groupe provides financial services decision makers with people and solutions that deliver. Our clients rely on us to provide the right talent at the right time to achieve critical business results. We leverage our industry knowledge and passion for client priorities to deliver human capital solutions.GSG was founded in 1998 as a consulting firm delivering project management and technology solutions for the financial services industry. Today, GSG has a global presence, with team members deployed across the U.S. at Fortune 1000 companies and high-performing Fintech firms.High-caliber consultants are the face of GSG at our client organizations and offices. We value the deep relationships we have with our consultants, enabling us to place them in roles where their skills will have an immediate impact. Our consulting team is comprised of diverse, experienced, driven, and dynamic contributors who excel at getting things done.About the Opportunity:GSG is seeking a Senior Consultant, Technical Support to join our dynamic team. This role involves managing tickets in ServiceNow, including VPN and wireless access, running reports, and identifying issues escalated by employees. Responsibilities include end-user support for Office and Windows security incidents, software installations, onboarding and offboarding, supporting SSCM applications, assisting with Office 365 migration, and managing Active Directory. Excellent communication and people skills are essential.Responsibilities:

• Provide management guidance by directing, motivating, and developing staff.
• Encourage individual contribution, professional growth, and effective team function.
• Determine help desk requirements with stakeholders.
• Develop, implement, and maintain policies and procedures for issue resolution.
• Manage and coordinate urgent and complex support issues.
• Act as escalation point for requests and incidents.
• Ensure adherence to escalation processes for phone/ticket handling.
• Participate in interviewing and hiring Help Desk staff.
• Assist with agent goals, training, development, and operational standards.
• Train, coach, and mentor Help Desk Specialists.
• Provide KPI data and trend reports to leadership and Help Desk staff.
• Develop performance plans, KPIs, and objectives for staff.
• Conduct performance appraisals semi-annually and annually.
• Manage and develop support team performance.
• Support quality management principles.
• Participate in project initiatives as needed.Requirements:
• Bachelor's degree in a computer-related field or equivalent experience.
• 5+ years' experience in real-time desktop support or Help Desk management.
• Experience with tools and techniques for excellent customer service.
• Management experience gaining cooperation and support from others.
• Strong understanding of Incident, Problem, and Knowledge management practices.
• Knowledge of Service Desk tools and IT Service Management standards.Employee Benefits:GSG offers comprehensive medical, dental, vision, and prescription coverage, company-paid life insurance, pre-tax commuter benefits, 401K retirement plan, and pet insurance options.GSG's Commitment to Diversity:As a diverse-owned business, GSG is committed to creating a diverse workforce and is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, religion, gender, sexual orientation, national origin, disability, age, or veteran status.
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Keywords: Granite Solutions Groupe, San Rafael , Helpdesk Consultant, Professions , San Francisco, California