Desktop support

Qualifications

• Two to four years of experience configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.
• Ability to provide technical support to computer users both by telephone and face‑to‑face when necessary.
• Strong technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007, Market Data Applications (e.g., Bloomberg) and telephony environments; expert level in at least one of these areas.
• Ability to broaden knowledge in the functional areas of IT and be proficient in two or more functional areas.
• Strong basic execution capabilities within functional areas of IT.
• Moderate proficiency in troubleshooting desktop computer issues, both hardware and software.
• Ability to manage a work queue in a ticketing system.
• Work overtime hours, weekend hours and on‑call hours as required.
• Ability to handle multiple tasks and prioritize appropriately.

• Provide initial troubleshooting of application and hardware issues; resolve issues of moderate complexity without assistance.
• In at least one technical area of specialization, solve problems of the highest complexity; for more complex issues beyond primary area, collect data, elevate to senior staff, and track resolution.
• Solve issues for moderately complex problems in all technical areas and extremely complex problems in at least one technical area.
• Apply policies to situations with minimal interpretation.
• Contribute to workflow or process changes where improvements are identified through troubleshooting.
• Perform Active Directory actions such as password resets and data entry as required.
• Provide Level 1 technical support for users of desktop hardware and software in the same location and Level 2 support for users in remote locations.
• During periods of high call volume, forward problems to desktop support technician when appropriate to maintain efficiency.

• Perform project work as assigned under the supervision of a lead or manager.
• Team‑player attitude, excellent communication skills, and the capacity to work with minimum supervision; good customer‑handling skills.

We are an equal opportunity employer; all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, disability, or other protected characteristics.