Sr. Desktop Support Technician

• Provide technical support to office employees. Respond to employee questions and issues regarding computer systems and software, phone systems, laptops, mobile devices, and other technology systems. Utilize existing IT management systems (ServiceNow, ServiceRequest, internal procurement tools, etc.) to manage delivery of services and solutions. If necessary, coordinate resolution with other internal IT groups and vendors and ensure follow-up. (30%)
• Perform installation and maintenance of computers, laptops, and virtual machines and related hardware. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed. Troubleshoot equipment usage as necessary. (20%)
• Coordinate efforts with technology staff from other regional offices and the EUT/TSS department. Act as liaison between the staff and these IT groups. Communicate the technology needs of your clients for which you have responsibility to the appropriate parties. Keep your manager, local business management, and EUT team apprised of technical issues for the affected offices. (20%)
• Perform local network and server administration tasks for a Windows 11 network. Assist diagnosing and resolving server and network related issues and replace local communications room hardware. (10%)
• Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management. (10%)
• Understand the evolving technology needs of the business units we support. Provide custom technology-based solutions as needed. Provide training for staff on software/technology issues on a regular basis. (10%)
• Provide daily metrics of problems and resolutions activities using ServiceNow.

Are you a senior technical expert with a passion for leadership? We’re looking for a Desktop Lead to lead our front-line support team from the trenches. This is a ‘player-coach’ role where you will act as the final escalation point for complex technical hurdles while simultaneously mentoring junior staff and refining our support workflows. We need someone who is as comfortable administering MDM policies and writing scripts as they are presenting performance metrics to stakeholders. If you have a ‘no task too small’ attitude and a ‘big picture’ mindset for process improvement we’d love to chat., Bachelor’s Degree: Computer Science or Engineering degree preferred.

1-3 years of working experience.

1+ year of experience in desktop support or related experience.

Client-facing support experience preferred.

Skills:

Excellent interpersonal and communication skills, troubleshooting abilities, and a strong ability to self-manage, prioritize, and multitask.

Maturity and professionalism to work directly with high-level, often executive-level, business and technology employees.

Strong technical skills and experience on multiple computing platforms (Laptops, VDI, Windows 11, Mac).

Experience with networking, client-server environments, mobile device administration (iPhone/iPad, Android), IP telephony, and internal and external video conferencing systems.

Knowledge of Windows Server (e.g., folder redirection, roaming profiles, distributed file system (DFS), permissions, and shares).

Strong knowledge of ServiceNow, Microsoft Intune, Office 365, Slack, Zoom, iOS and Android devices, Windows 11 OS, and PC hardware and peripherals.

Knowledge of Virtual Desktop Infrastructure (VDI)/Citrix, Microsoft Active Directory (Active Roles interface), and Cisco desktop phones and features.

Special Preferred Knowledge and Skills:

Product management experience.

Willingness and ability to lead or participate in firm-wide projects.

Experience with a financial services Operations department.

Experience conducting technology training.

skills:

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