IT Desktop Technician, Branch Support Specialist

Job Summary

A “Branch Support Specialist” is responsible for providing technical support for hardware and software issues and requests to End Users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major Incidents, and collaborating cross-functionally with Network Services and Escalation teams to resolve complex issues locally.

Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.

Responsibilities

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from helpdesk for application support including inhouse, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up – laptop or personal laptop + virtual machine.
• Ensure that policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Skype, Symphony, Jive, etc

Required Qualifications:

• On-site Branch Support Specialists in Metro Campuses will be required to support all buildings within a Metro Campus.
• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• IT Support experience with a Financial Services or Brokerage Firm preferred.
• Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
• Experience with Microsoft Office products, and general office computing tools.
• Excellent communication, interpersonal and customer care skills.

Work Environment:

• Typically based in an office environment with the potential for occasional on-site visits to user locations.
• May involve working outside of regular business hours to support critical incidents.

Join us in this exciting opportunity to contribute to our IT operations while developing your skills in a supportive environment. We look forward to your application!

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Professional development assistance
• Vision insurance

Work Location: In person