Essential Duties and Responsibilities:

Includes the following, other duties may be assigned as needed:

• Provide desktop support and general IT services to all employees
• Develop solutions & processes to enhance the desktop environment for all employees
• Troubleshoot user problems over the phone and with remote control technologies
• Create & implement desktop solutions
• Perform hardware & software analysis to identify sources of performance issues
• Responsible for patching workstation OS as well as third party applications
• In charge of facilitating and administration of company issued mobile devices
• Manage the provisioning of security related items from permissions, group membership(s) and revocation
• Create & execute desktop deployment, maintenance & security policies
• Coordinate and/or independently work on multiple, complex projects or tasks, working with team and management guidance
• Research, recommend and apply technical solutions to enhance productivity in meeting end user needs
• Provide support and assist with smartphone, mobile, tablet troubleshooting.
• Work with software and hardware vendors for product specifications, evaluation, technical problems and solutions
• Create and publish new documentation pertaining to specific Operating System issues in enterprise knowledge base. Provides solutions used by Service Desk support
• Completes additional tasks such as inventory, shipping, and imaging
• Assist in the configuration of end-user desktops (hardware & software)
• Provide basic end user training (software and peripherals)
• Complete new user setup for Workstation, Telephone system, and Software access
• Install and upgrade software for current as well as new users as need arises
• Configure, deploy, and upgrade workstations
• Help remote users with VPN problems
• Review system alerts; review, address, troubleshoot and escalate to appropriate team members
• Possess & display strong customer service skills when working with end users & colleagues within the IT department
• Interact & collaborate with other team members across the global organization
• Assist the Infrastructure engineers with racking, stacking of servers & networking equipment
• Accurately document all activities conducted
• Participate in a rotational on call schedule for weekend coverage (1x per month Friday evening 10:30pm – Sunday early afternoon).

Qualifications:

• MS OS support (windows 10, Win7), MS Office applications (Office, Visio, Project, O365)
• Handheld phone and tablet support (Windows, IOS, Android)
• Excellent phone support with all employees, especially executive staff
• Knowledge & experience using Active Directory
• Knowledge of virtualization technologies such as VMWare
• Knowledge of IT Systems Monitoring software (Solar Winds Orion etc.)
• Computer deployment software (Acronis, Symantec ghost or etc.)
• Prior experience with a helpdesk ticketing system
• Knowledge & experience with antivirus / antimalware solutions (Trend, Malwarebytes, etc.)
• Apple (Mac OS X)
• Understanding of computer technology in a corporate environment
• Demonstrated ability to communicate and interact effectively with all levels of staff and clients

• Roll up your sleeve work ethic
• Ability to work in the NY office a minimum of four days/week.

Education and/or Experience

• Bachelor Degree in Computer Science
• Experience providing direct end-user IT helpdesk and/or desktop support
• Previous experience within financial services a plus.