The Desktop Support Technician is responsible for providing quality support services to the various groups in a fast pace financial company. This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users.
The role will require the individual to interface directly with trading business units to ensure the rest of the support team is meeting the business needs. The role is also responsible for proactive communication with the business.
Deliver high-quality support to all end-users in a courteous professional manner
Field incident phone calls and emails from end users
Leverage ServiceNow to manage incident and problem workflows
Troubleshoot basic network and telecommunications connectivity issues
Support of desktop technology and desktop applications in Windows environments (Linux desktop support experience a plus), including remote access tools
Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite, mobile devices, printers and other applications
Strong analytical and problem-solving skills are a must as well as the ability to work well independently
Understand and evaluate end-users needs and develop creative technical solutions to meet them
Support projects that evolve as a result of firm-wide technical initiatives
Strong communication skills. Ensure end-users are informed of issue status through resolution; escalate to the appropriate technology teams when necessary
Minimum of five years of progressive technical support experience in a financial institution required
Bachelor’s degree strongly preferred
Ability to direct activities of peers and others not reporting directly to the person
Knowledge of Active Directory and Exchange desired
Comprehensive knowledge of Windows based desktops and the key applications – Outlook, MS Office, etc…
Strong understanding of market data – Bloomberg, Thomson Reuters, etc. Proven expertise in integrating with Excel plug-ins, troubleshooting API broken links, effectively working with vendor technical support.
Broad understanding of mobile technology
Must have excellent written and verbal communications skills as well as strong customer service experience.
Process oriented individual
Must demonstrate an ability and interest in having a hands-on approach to customer service.
Availability for night and weekend shift work as well as light travel to branch offices
Experience in supporting servers and data centers a plus
MCP/MCSE/CCNA or equivalent a plus