Provide 1st level technical support and guidance to users of the Firm's computer, network and telephone systems
Generate incident and service request tickets, dispatching appropriate IT personnel as needed
Follow up to ensure the prompt resolution of technical issues and requests
Provide phone support to all Firm personnel by responding to inquiries, troubleshooting and resolving problems for all Firm-supported software and hardware
Maintain and expand strong working knowledge of current and future Firm-supported technologies to provide accurate solutions to Firm personnel, evaluating and reporting trends in systems errors and software/hardware malfunctions
Assist in the creation and maintenance of Firm's IT knowledge base
Support additional projects and responsibilities as needed
Qualifications
Bachelor's degree in Computer Science or a related discipline
2-3 years of relevant experience in a Help Desk role
A+/Network + Certification, Microsoft MCP/MOS Certification a plus
Help Desk Certification (i.e. HDI Support Center Analyst Certification) a plus
Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently
Experience using IT Service Management systems in a heavy call volume environment (i.e. BMC Service Desk Express, SupportWorks, Magic, Remedy, ServiceNow)
Experience with ACD systems and performance metrics (abandon rate, avg. speed to answer, and avg. talk time) with an emphasis on "Queue Management"
Solid hardware troubleshooting skills, including but not limited to: basic laptop/desktop, printer, Cisco IP telephony, and mobile devices (iPhone/iPad/Android)
Working knowledge of computer software, including but not limited to: Windows 7/8/10, MAC OS X, Active Directory, Microsoft Office 2010, SCCM, WebEx, Go-to-Meeting, Adobe Acrobat, Bomgar, Citrix XenDesktop, VPN, RSA SecurID, MDM (Airwatch/MobileIron)
