MAJOR RESPONSIBILITIES AND DUTIES

1. 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.

2. 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.

3. 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.

4. 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.