IS Support Technician

Position Summary

The IS Support Technician provides second level support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for BSF-supported technologies; ensuring service levels are met or exceeded.

Reporting Structure

The IS Support Technician will report to the Senior Manager End User Services

Principal Duties and Responsibilities

• Provide support for all Firm related mobile and desktop hardware and software.
• Track all incidents and service requests in Help Desk ITSM system.
• Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken.
• Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customers.
• Use of the tools and knowledge available to effectively troubleshoot and resolve issues.
• Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams.
• Adhere to all Firm defined operation level agreements, procedures and policies.
• Contribute to Help Desk ITSM Knowledgebase.
• Facilitate project related tasks to completion.
• This role will be part of the team responsible for quality control related testing of desktop and mobile environments.
• Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, usable high-quality product is delivered to the end user.
• Document and report testing results in accordance with the Department procedures.
• Develop and maintain expert knowledge in the Firm supported end user applications and hardware.
• Develop and maintain superior customer service and incident management skills.
• Assume additional responsibilities as requested.

Position Specific Skills and Requirements

• Understanding of desktop hardware and peripherals, (PCs, laptops, printers, scanners, smartphones and tablets).
• Working knowledge of computer technologies and software including but not limited to: Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless Networking.
• Preference will be given to candidates with any related IT certifications.

Education and General Requirements

• Bachelor’s degree with a strong academic record in technology related field or 1 - 2 years of experience in an Information Systems (IS) Help Desk Technician role.
• Attributes expected of all candidates include: a desire to learn and grow, responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one’s work, and interpersonal skills are necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the Firm and our clients.
• Ability to meet deadlines and effectively complete operational and project-based assignments.
• Ability to communicate effectively, in person and in writing, with Firm personnel at all levels and outside parties as necessary.
• Ability to work independently.
• Attendance Requirements:
• This position is required to be on-site during normal working hours.
• Available as necessary before or after normal working hours to work at the Firm, over the telephone, or at off-site meetings, to meet the demands of the job and the needs of the Firm.
• Participate in on-call rotation to provide after-hours support.
• Flexible work hours in case of an emergency and/or last-minute coverage need including some holiday coverage.

Travel Requirements

Ability to engage in off-site travel as required from time to time, to meet the demands of the job, and the needs of the Firm.