Summary

The IT Technician II has primary responsibilities as the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management. The IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident. When incident resolution is beyond the expertise of the technician, has responsibility to effectively escalate to the appropriate technical area for Level 2 troubleshooting and resolution.

Essential Duties and Responsibilities

• Serve as the First Responder to event alerts triggered when monitored applications, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.
• Serve as a technical escalation point within the IT Service Desk function, and respond to multiple channels reporting incidents and requests.
• Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.
• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.

Qualifications

• Experience with Helpdesk and customer relationship ticketing systems.
• Experience with office productivity, reporting, and technical documentation software.
• Experience with Scheduled Tasks and enterprise job schedulers.
• Strong end user technology understanding and troubleshooting skills.
• Intermediate understanding of web based and distributed systems n-tier technologies.
• Expertise in working with IT monitoring and event management tools.

Education and Experience

• High School diploma or equivalent required
• 2+ years' experience in technology-related business
• Previous ITOSM / Support experience preferred

Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success – and 26 years of continual growth – is intimately tied to our commitment to helping families, companies, and municipalities find their own success.

While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let’s talk about how you can find your place here at Stifel, where success meets success.