Desktop Support | Level III [AQ-12539]

About the role

Join a leading organization in the financial services sector dedicated to protecting assets and fostering stability. This role involves providing essential technical support and leadership to ensure reliable and efficient technology for internal customers. Your expertise will directly influence productivity, drive critical projects, and enhance the overall user experience, contributing to operational excellence and technological advancement.

Responsibilities

• Lead, plan, coordinate, and provide technical support and problem resolution for the implementation and installation of computers, network equipment, audio/video systems, servers, and associated peripherals within established enterprise guidelines.
• Lead complex projects and initiatives, ensuring successful execution and delivery.
• Apply and document procedures for problem determination, resolution, and installation support.
• Build and maintain positive working relationships with customers, management, engineering partners, and peers.
• Act as a role model, embodying the corporate culture and professional standards.
• Utilize strong analytical skills and technical knowledge to provide operational and business support for computer systems to various internal customers.
• Coach, mentor, and participate in coordinating project and support tasks with team members.
• Ensure adherence to policies and guidelines related to travel expenses, overtime, and asset management.
• Provide guidance to customers on equipment standards and expenditures.
• Perform other duties as assigned to support organizational objectives.

Requirements

• High School diploma or equivalent.
• Three years of customer-facing end-user technology support experience.

Qualifications

• Advanced knowledge of Microsoft Operating Systems and Microsoft Office products.
• Knowledge of MAC/iOS systems.
• Strong customer service skills.
• Strong interpersonal skills; able to work well within a team environment.
• Effective oral and written communication skills.
• Demonstrated advanced knowledge of desktop/laptop configurations and operating systems.
• Familiarity with Telephony/VOIP, Audio/video, and collaboration technologies.
• Understanding of server functionality and configurations.
• Knowledge of network topology and operating systems.
• Ability to manage and work effectively within a team environment.
• Professional maturity and the ability to positively represent the IT department.
• Solid leadership and project management skills.
• Ability to manage multiple large projects while maintaining day-to-day support activities.
• Aptitude for adjusting priorities dynamically to account for changes in business needs.
• Capability to isolate and resolve hardware, software, audio/video, facility, and network infrastructure problems on workstations, servers, voice, and network devices within established guidelines.
• Ability to accurately assess and understand customer needs and work with a sense of urgency to satisfy those needs within negotiated time frames.
• Ability to interface effectively with customers and IT support partners in customer service/support situations.

Benefits

Eligible talent get access to amazing benefits, including:

• Subsidized health, vision, and dental plans.
• Paid sick leave.
• Retirement plans with a match.
• Free online training through Aquent Gymnasium.