This role will help to support and maintain the Firm's global technology stack with a strong focus on ways to continually improve the end user experience. The successful candidate must be a team player who can think on their feet with proven communication, organizational, and strong interpersonal skills. This is an excellent opportunity for the right individual to join an established organization that is experiencing significant growth.
As a member of the Global Service Desk, this individual will have the opportunity to work alongside a talented team of technologists that are supporting industry leading technology at a fast-paced Financial Services organization. Working as part of Global Service Desk, this hire will also be assisting with technology rollouts, user training, and user experience initiatives.
Responsibilities
- Provide tier 1 and 2 support of the Firm's technology through multiple forms of inbound requests including in-person, emails, phone, instant messaging, and the Service Desk ticketing system
- Troubleshoot and research issues and when resolutions are not immediately known
- Fulfill service requests in a timely manner to user satisfaction
- Document new/unknown resolutions into the Knowledge Database
- Monitor and optimize the Global End User Computing platforms and related applications to ensure consistent high performance and reliable operations
- Maintain the integrity of all computer workstations and associated software, imaging and configuration management
- Configure and support mobile devices with Intune MDM
- Assist with onboarding new users by provisioning their systems, hardware and participating in training intended to help them use the Firm's technology
- Provide users with training of new technology to further increase technology adoption at the Firm
- Assist with coordinating and managing IT hardware moves, technology projects and deployments, including new software or hardware upgrades
- Participate in setting up Video Conferences and coordinating Firm webcasts and perform day to day maintenance, troubleshooting and testing with external parties of our Video Conferencing systems
- Maintain and configure Avaya Phones and PBX
- Troubleshoot and maintain printer services
- Continuously maintain current knowledge of technology both inside and outside of the Firm and act as a technology enabler at the Firm
- Adhere security and policy standards for the end user IT environment
Skills
Must have
- One year of experience in IT support or in Financial Services
- Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience, including Partners and Executives
- Ability to meet deadlines and manage stress effectively in high-pressure situations
- Strong sense of discretion and confidentiality required
- In depth knowledge of: o Microsoft operating platforms
- Windows 10 and M365 o Active Directory o Advanced threat protection o Citrix XenDesktop/XenApp or similar virtualization platform o PC and mobile hardware o Video and audio conferencing platforms o Financial Services applications o Market Data applications
- Bachelor's degree in Computer Science, Information Technology, or computer related discipline
- Working knowledge of: o Networks and monitoring tools o Intune Company Portal o Group Policy administration, PowerShell scripting o Image and configuration management o Mac OSx and iOSx o Information Security initiatives o Password Management tools
Nice to have
- Experience with o productivity tools
- OneNote
- MS Planner o Advanced Microsoft Office Capabilities
- Excel
- vlookup
- Pivot tables
- Charts and Graphs
- Formulas
- PowerPoint:
- Presentation design
