Principal Responsibilities

Provide high-quality technical support to end-users in a courteous and professional manner.
Actively looks for ways to support team objectives and improve workflows.
Assist in the daily operations of the helpdesk.
Maintain oversight of the daily incident queue, ensuring that tickets are assigned, processed, and resolved with minimal delay.
Contribute to the creation and maintenance of technical documentation, and knowledge sharing within the team.
Identify high-priority issues and handle them as per the escalation process.
Contribute to and lead IT projects within the organization.
Support the Desktop Support team in its daily activities by exhibiting professionalism, process knowledge, and technical know-how.

Technical/Business Skills and Knowledge

At least 5 years of experience working at an enterprise level, with a focus on providing high-level support to end users, preferably from a financial services company with trade-floor support.
Bachelor’s degree or a relevant work experience
Advanced analytical and problem-solving skills.
PowerShell scripting preferred.
Excellent written and verbal communication skills.
Consistent at troubleshooting technical issues in a logical and consistent manner.
Excellent in implementing software deployments and upgrades.
Strong ability to investigate issues and gather relevant information to resolve them.
Deep understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, VMware
Knowledgeable in PC hardware components and technical standards.
Understanding of mobile technologies Microsoft Intune, Android, and iOS devices.
Video conferencing support includes, but not limited to Webex, Zoom, and Teams.
Able to quickly assess situations and adapt accordingly.
Must have an eye for process improvement.
Availability for on-call night and weekend coverage per need bases.