Job Description

 KEY RESPONSIBILITIES

User Support

• Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of client requests.

• Perform white-glove support of executives in both corporate and residential settings.

• Monitor and track client requests in the service desk ticketing system, ensuring issues and solutions are well documented and progress is transparent.

• Train clients on use of support hardware, software, and services within client guidelines and standards.

• Provide after-hours support as needed.

Hardware & Software Support and Maintenance

• Setup, test, deploy, and maintain client laptops, desktops, printers, mobile devices, office phones, and conference room/AV equipment in accordance with client guidelines and best practices.

• Setup, test, deploy, and maintain client standard computer software.

• Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes/replacements, and optimizations.

Documentation

• Properly document and adhere to client and process, checklists, and procedures.

• Submit documentation of issues in a timely manner, troubleshooting steps and their resolution, and update internal knowledge base.

• Update key members of management as to status of open issues and ensure knowledge is transferred within to facilitate seamless client support.

IDEAL QUALIFICATIONS

Education and Work Experience

• Associate’s or Bachelor’s degree in information technology or related field preferred.

• Demonstrated commitment to delivering timely and professional services to end users and executives.

• Strong foundation in diverse platforms.

• Experience in highly secure and confidential environments. Commitment to maintaining discretion and confidentiality is a must.

• Excellent communication skills, both written and verbal.

• Minimum 3 years of experience in information technology.

Hardware Experience

• Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows.

• Experience supporting Mac desktops, Macbooks, and iOS devices.

• Printer experience including networking and general troubleshooting.

• Android and iOS phones and tablets.

Software Experience

• Experience with multi-factor authenticators.

• Experience with Microsoft products including 365.

• Experience with email filtering services.

• Experience with virtualization products.

• Experience with financial services systems (Advent APX, Bloomberg, Indata, Fix Connections).