About Company
Citigroup, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We are committed to fostering an inclusive culture, where employees can thrive, contribute their unique perspectives, and grow professionally. Joining Citi means becoming part of a diverse team dedicated to innovation, excellence, and making a tangible impact on the global financial landscape. We believe in harnessing technology to empower our workforce and deliver seamless experiences for our clients, making this remote IT Support role pivotal to our continued success and operational continuity.
Job Description
Are you an experienced IT professional with a passion for problem-solving and a knack for providing exceptional technical assistance, all from the comfort of your home office? Citigroup is seeking a dedicated and proactive IT Support Specialist to join our dynamic team, working remotely from the Rigden Farm area of Fort Collins, Colorado. In this crucial work-from-home role, you will be the first line of defense for our employees’ technical challenges, ensuring their productivity remains uninterrupted across various operating systems, applications, and hardware. You will manage incoming support requests via phone, email, chat, and our robust ticketing system, diagnosing and resolving issues ranging from software glitches and network connectivity problems to hardware malfunctions, access management, and peripheral device support. This position demands a high level of technical proficiency across Windows and Mac environments, exceptional communication skills, and the ability to operate independently and efficiently in a fast-paced, global financial environment. You will play a vital part in maintaining the seamless operation of our internal systems, contributing directly to the efficiency and success of our teams worldwide by minimizing downtime and maximizing user satisfaction. Beyond direct issue resolution, your role will involve documenting solutions, creating knowledge base articles, and proactively identifying trends to prevent recurring issues. We are looking for an individual who is not just a troubleshooter but also a proactive communicator, capable of translating complex technical information into understandable language for users with varying levels of technical expertise. If you thrive in a remote setting, are committed to delivering top-tier support with a customer-centric approach, and are eager to grow your career within a leading financial institution, we encourage you to apply. Your expertise will directly impact our employees’ ability to serve our clients and drive innovation. We provide comprehensive training, necessary remote work equipment, and continuous professional development opportunities to ensure your remote setup is productive and effective, allowing you to integrate seamlessly into our global operations and contribute to our ongoing technological advancements. Join us in supporting a global workforce and upholding Citigroup’s commitment to excellence and efficiency.
Key Responsibilities
- Provide first-line technical support for hardware, software, network, and application issues via phone, email, and chat.
- Diagnose and resolve technical issues quickly and efficiently, ensuring minimal disruption to user productivity.
- Manage and prioritize incidents and service requests using an IT Service Management (ITSM) ticketing system.
- Perform remote troubleshooting and provide technical guidance for Windows and macOS operating systems, Microsoft Office 365 suite, and proprietary applications.
- Assist with user account management, password resets, and access permissions.
- Document all troubleshooting steps and solutions in the knowledge base and ticketing system.
- Escalate complex issues to higher-tier support teams when necessary, ensuring smooth handover and follow-up.
- Assist with the setup and configuration of new user hardware and software for remote employees.
- Stay current with technology trends and Citigroup's internal systems and applications.
- Contribute to continuous improvement initiatives for IT support processes and tools.
Required Skills
- 2+ years of experience in IT Support or Help Desk role.
- Proficiency in troubleshooting Windows 10/11 and macOS environments.
- Strong knowledge of Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams).
- Familiarity with remote support tools and methodologies.
- Experience with ITSM ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Basic understanding of networking concepts (TCP/IP, VPN, Wi-Fi).
- Excellent communication and interpersonal skills, with a strong customer service orientation.
- Ability to work independently and manage time effectively in a remote work environment.
- Strong problem-solving and analytical abilities.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
- CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) certification.
- Experience supporting a large enterprise environment.
- Familiarity with financial industry applications and security protocols.
- Experience with Active Directory and identity management systems.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off (PTO) and holidays.
- Remote work equipment provided (laptop, monitors, headset).
- Opportunities for professional development and career growth.
- Employee assistance program and wellness initiatives.
- Access to corporate discounts and financial wellness programs.
How to Apply
To apply, please click on the application link below. Ensure your resume and cover letter highlight your relevant experience in IT support, your ability to thrive in a remote work environment, and why you are a great fit for a global financial institution like Citigroup.