Job #: 1730
Title: Desktop Support
Receive and respond to incoming phone calls, tickets, and e-mail requests for support.
Provide immediate response to issues reported from the trading floor
Submit, assign, and monitor tickets in Service Now queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the SLA.
Deliver white gloves service for senior management and VIP users.
Assist with AV setup for conference calls, board meetings, and town halls.
Plan, oversee and execute user moves in the evenings and/or weekends.
Manage user onboarding activities – accounts setup, entitlement updates, virtual and physical workstations provisioning, desk setup, etc.
Provide support for Windows OS, desktop applications, vendor applications, Active Directory, network connectivity, printers and other peripherals, hardware support, remote connectivity.
Perform workstation patching, application deployments and software upgrades
Must strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs.
Deploy permanent fixes or workarounds and escalate to other teams if necessary. Provide frequent status updates to end users and the management.
Manage problems through resolution with clear communication and status updates for affected users and management.
Write technical procedures for configuration and deployment of hardware, software and related products.
Participate in on-call rotation for support issues raised outside of business hours and on the weekends.
Manage VOIP phones, turrets and mobile devices
Collaborate with infrastructure and network administrators to ensure efficient operation of the desktop computing environment.
Provide operational support and administration for various application servers and systems as necessary.
Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
Must be highly organized, able to multitask efficiently in a fast-paced environment, and have good follow up skills.
5-7 years of prior experience in trade floor support or similar role preferably in other financial services environment
Working knowledge of virtual workstations and applications, VMWare is a plus.
Prior experience supporting C-level executives and Senior Management.
Experience supporting mobile devices using MDM tool. Air watch is a plus.
Good knowledge of Windows 7 and Windows 10 Operating Systems and productivity software (MS Office).
Understanding of Active Directory and group policies, Microsoft Exchange, Microsoft SCCM, VMware vSphere.
Working knowledge of one or more scripting languages is preferred (Excel macros or Powershell)
Must be self-motivated with a knack for new technologies, possess analytical and troubleshooting skills, and thrive in high-pressure dynamic environments.
Successful candidate must demonstrate good communication and written skills, be patient and detail oriented.
Ability to work independently and in a team.
Must be flexible with schedule, available to rotate across multiple offices and shifts, and work outside of business hours as required.
Must be able to lift and move equipment up to 50lbs
Typical hours are 9am – 6pm, but candidates must be flexible to cover various shifts between 6am – 7pm EST, provide support outside of business hours and on the weekends in order to ensure proper staffing levels based on demand and last minute changes.