Service Desk Specialist

Job Summary

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our

team. As an End User Support IT Specialist, you will provide on-site and remote

technical support for internal end-user software, hardware, and connectivity. We are

looking for a driven, self-directed, technical professional who can work both

independently and with the broader support team. The End User Support team is

singularly focused on delivering a seamless technology experience for all users. The

right candidate is capable of quickly and efficiently resolving a wide range of technical

issues while providing top-tier customer service to our end users.

Responsibilities:

● Identify, triage, troubleshoot, diagnose, and resolve complex technical problems

via in-person, phone, chat, and email-based support channels.

● Troubleshoot technology issues related to hardware, software, user accounts,

trading environments, operating systems, and mobility

● Fulfill IT hardware requests requiring delivery, setup, or low-level hardware

troubleshooting for end users in the office where you’re based.

● Provide hands-on data center support, including equipment installation, cabling,

inventory tracking, and basic troubleshooting.

● Perform conference room maintenance sweeps and basic troubleshooting.

● Escalate issues to senior members of the technical support team, infrastructure

teams, platform engineering teams, and/or third-party vendors to ensure

end-user issues are fixed at their root and do not recur.

● Provide excellent customer service experiences for all end users, traders, and

senior leadership, acting as the end user’s advocate, ensuring their issues are

fully fixed and they have an optimal IT experience.

● Collaborate effectively with both local and remote or distributed team members to

accomplish small support tasks and large technical projects.

● Overtime responsibilities as needed.

What we’re looking for:

● 2+ years of relevant technical support experience in a medium to large, complex,

and fast-moving enterprise environment.

● Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and

information security topics.

● Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft

Exchange, TCP/IP, and VPN.

● Working knowledge of messaging platforms, telecommunication tools,

collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).

● Ability to communicate effectively and professionally across all settings to

technical and non-technical audiences of all tenure and seniority.