MAJOR RESPONSIBILITIES AND DUTIES
Help Desk and User Support - Answer inbound telephone and email desktop and systems support requests.
- Responsible for all end user software support, including: Windows based operating systems, Microsoft Office suite, and financial industry applications.
- Responsible for all end user hardware support including: a demonstrated knowledge in PC (hardware) repair, fax machine and printer clearing and basic service.
- Responsible for the deployment of PC computers, laptops, mobile devices and cloud PCs
- Responsible for new user training and technology introduction.
- Document and research all problems and resolutions via online utilities.
- Communicate with customer; provide status updates, and follow-up ensuring user satisfaction.
- Escalate problems to appropriate IT personnel or IT management as necessary.
- Handle first-level request without assistance, maintain a high first-level resolution rate.
- Daily contact with all levels of employees and customers primarily to share and receive information regarding problem resolution, how to requests and expectations of resolution timeframe.
- Identify areas for process improvement; technical and procedural.
- Perform routine patching and maintenance on user PCs and servers.
- General support of all devices electrical or electronic, including AV equipment, video teleconferencing, audio teleconferencing and archival storage equipment.
Windows Active Directory and Microsoft 365 Administration - Manage Active Directory administration of current environment and new additions.
- Maintain and preserve system security.
- Document all user, group and access rights.
Assist in Managing Network Servers and Infrastructure - Helps support all network hardware and software infrastructure including: Windows Operating Systems, Intel servers and network switch and router fabric.
- Perform routine patching and maintenance on all network servers.
- Monitor network and server performance and recommend/perform appropriate corrective action.
- Help manage current IP based network, including routing, switching, cabling and WAN connections.
- Perform emergency service after-hours when needed.
Serve as resource for all new infrastructure, software implementation and engineering projects: - Work with senior IT staff to install and configure sponsor supplied software to remotely access proprietary trading systems.
- Work with senior IT staff to coordinate firewall changes and network IP routing changes as needed.
- Work with department supervisory staff to solve business process challenges and implement a project plan to increase productivity.
Education and Training: - Minimum: 2 year Associate Degree program in Computers, Electrical Engineering or similar technology. Or, current Microsoft Certified Solutions Expert (MCSE) certificate. Or, current Cisco Certified Network Administrator (CCNA)
Requirements: - 1-3 years work experience in IT/network help desk support role.
- Experience in working on projects.
- Previous experience in the financial services industry is helpful.