User Support
Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of client requests.
Perform white-glove support of executives in both corporate and residential settings.
Monitor and track client requests in the service desk ticketing system, ensuring issues and solutions are well documented and progress is transparent.
Train clients on use of support hardware, software, and services within client guidelines and standards.
Provide after-hours support as needed.
Hardware & Software Support and Maintenance
Setup, test, deploy, and maintain client laptops, desktops, printers, mobile devices, office phones, and conference room/AV equipment in accordance with client guidelines and best practices.
Setup, test, deploy, and maintain client standard computer software.
Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes/replacements, and optimizations.
Documentation
Properly document and adhere to client and process, checklists, and procedures.
Submit documentation of issues in a timely manner, troubleshooting steps and their resolution, and update internal knowledge base.
Update key members of management as to status of open issues and ensure knowledge is transferred within to facilitate seamless client support.
IDEAL QUALIFICATIONS
Education and Work Experience
Associate’s or Bachelor’s degree in information technology or related field preferred.
Demonstrated commitment to delivering timely and professional services to end users and executives.
Strong foundation in diverse platforms.
Experience in highly secure and confidential environments. Commitment to maintaining discretion and confidentiality is a must.
Excellent communication skills, both written and verbal.
Minimum 3 years of experience in information technology.
Hardware Experience
Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows.
Experience supporting Mac desktops, Macbooks, and iOS devices.
Printer experience including networking and general troubleshooting.
Android and iOS phones and tablets.
Software Experience
Experience with multi-factor authenticators.
Experience with Microsoft products including 365.
Experience with email filtering services.
Experience with virtualization products.
Experience with financial services systems (Advent APX, Bloomberg, Indata, Fix Connections).