System Support Specialist

We need someone with experience working in financial services firms. This is a must have for this role. We won´t consider candidates who do not meet this requirement.

As Systems Support Specialist in our New York office, you're the sole onsite technology guardian for 20+ NYC professionals while simultaneously providing expert remote support to associates across our Chicago, San Francisco, Milwaukee, Portland, and Miami offices. Think of yourself as part problem-solver, part broadcaster, part executive enabler: when a Portfolio Manager needs audio-visual setup for a critical client presentation, when executives require seamless technology during high-stakes meetings, when a trader encounters a system issue that threatens market operations, or when technical problems disrupt operations in any office, you're the calm, capable professional who makes it happen—whether you're solving it in person or remotely. This isn't a role for someone who just resets passwords and waits for tickets. You'll own the complete technology experience for our NYC office while serving as a vital support lifeline for our national team—from orchestrating television studio broadcasts that communicate our investment insights to the world, to ensuring executives have white-glove IT support during crucial meetings, to troubleshooting complex issues for remote users who need immediate help. You'll be hands-on with everything from Active Directory management to audio-visual coordination, from vulnerability remediation to after-hours critical support when systems demand immediate attention.

Primary Responsibilities

• Serve as the first line of defense and frontline technology expert for 20+ NYC associates, providing immediate hands-on support while simultaneously delivering high-quality remote technical assistance to associates across all offices nationwide.
• Manage the complete Help Desk experience—accurately documenting every issue, tracking resolutions, and ensuring no problem falls through the cracks regardless of which office needs support.
• Administer users, computers, and security groups across Active Directory and Azure Active Directory, managing permissions and provisioning with precision.
• Deploy and maintain Group Policy Objects (GPOs) that keep our multi-office infrastructure secure and standardized.
• Execute rapid PC setups and configurations when new team members join or technology needs evolve—knowing that every hour of downtime impacts business operations.
• Install, upgrade, and maintain desktop hardware and software across our technology stack, ensuring every system runs at peak performance while troubleshooting and guiding remote users through similar processes.
• Provide expert support across PC applications, desktop hardware, audio-visual systems, network infrastructure, and data communications—maintaining the skill level to solve virtually any technical challenge.
• Orchestrate audio-visual excellence for events ranging from small team meetings to large-scale presentations in our NYC office, ensuring flawless execution when executives and clients are in the room.
• Diagnose and resolve hardware issues quickly—both hands-on for NYC users and remotely for associates in other offices—coordinating repairs while minimizing user disruption and keeping everyone productive.
• Collaborate closely with Systems Support Specialists nationwide and the Director of Systems Support, providing project updates, sharing knowledge across the team, and escalating critical issues with sound judgment.
• Provide after-hours support and 24x7 coverage for both helpdesk and computer operations during your on-call rotation (every 5-6 weeks), being the reliable professional who responds when systems need immediate attention—regardless of which office or time zone requires help.
• Manage vulnerability assessments and drive remediation efforts that keep our infrastructure secure against evolving cyber threats.
• Coordinate television studio operations in NYC, responding to technical issues and ensuring our broadcasts maintain professional quality (comprehensive training provided).
• Operate batch processing systems and promote development code to production using established scripts, supporting the software deployment lifecycle (training provided).
• Perform related duties as assigned, adapting to the evolving technology needs of a dynamic investment management firm.

Preferred Qualifications

• Meticulous attention to detail—you catch issues before they become problems and ensure every configuration is exactly right.
• Proven background in customer service with a track record of turning frustrated users into satisfied advocates, both in person and through remote support.
• Experience supporting executives is essential—you understand the unique demands, discretion, and white-glove service that senior leadership expects.
• 3+ years of PC troubleshooting experience with ability to diagnose and resolve issues quickly under pressure.
• Experience working in financial services firms.
• Strong audio-visual background with hands-on experience setting up and managing AV systems for professional environments.
• Excellent remote troubleshooting skills with ability to guide users through technical solutions clearly and patiently.
• PowerBI experience preferred—ability to support data visualization and reporting tools used by our investment teams.
• Broadcasting or television studio experience preferred but not required—we'll provide comprehensive training for our studio operations.
• A+ and/or Network+ certification preferred, demonstrating formalized technical knowledge.