Desktop Support Engineer

Founded more than 15 years ago and headquartered in Chicago, the DV Group of financial services firms has grown to more than 350 people operating throughout North America and in Europe. Since spinning out of a large brokerage firm in 2016, DV Trading has rapidly scaled as an independent proprietary trading firm utilizing its own capital, trading strategies, and risk management methodologies to provide liquidity to worldwide financial markets and hedging opportunities to commodity producers and users.

Now, DV group affiliates include two broker dealers, a cryptocurrency market making firm, and a bourgeoning investment adviser.

We are seeking a highly motivated and customer-focused Client Platforms Engineer to join our dynamic Chicago IT support team. In this role, you will be responsible for providing exceptional technical support and assistance to DV Trading's end-users. Your primary goal will be to ensure the smooth functioning of IT services, resolve technical issues promptly, and deliver top-notch customer service.

• First Point of Contact: Acting as the first point of contact for IT, you will be the point person for all issues and requests from end-users via phone, tickets, email, Slack, or in-person. You will ensure that all requests are acknowledged, logged, prioritized, and properly routed in our ticketing system.
• Technical Troubleshooting: Identify and diagnose hardware, software, and application problems. Resolve issues efficiently or escalate to the appropriate team for further investigation.
• Incident Management: Follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress.
• Request Fulfillment: Handle service requests such as password resets, software installations, access permissions, and hardware configurations in a timely and efficient manner.
• Documentation: Maintain accurate records of all service desk interactions, including incidents and service requests. Document solutions and create knowledge base articles to facilitate self-service.
• IT Asset Management: Assist in managing IT assets, including inventory, tracking, and allocation of hardware and software licenses.
• Continuous Improvement
  :
  Actively participate in ongoing training and development to enhance technical skills and keep abreast of emerging technologies and best practices. Propose process improvements to enhance service delivery.
• Customer Service: Provide exceptional customer service, demonstrating strong interpersonal skills and empathy while dealing with end-users.
• Communication: Communicate effectively with both technical and non-technical stakeholders, translating technical concepts into understandable language.
• Team
  
  Collaboration:
  
  Collaborate with other IT teams to resolve complex technical issues and ensure smooth coordination in handling IT projects.

• 3+ years of experience as a Service Desk Engineer or similar role in an IT support environment
• Solid knowledge of IT fundamentals, including operating systems (Windows, macOS, Linux), software applications, hardware, and networking concepts
• Familiarity with service desk ticketing systems and incident management procedures
• Experience with endpoint management solutions such as: SCCM, Intune, Jamf
• Strong problem-solving and analytical skills with a keen eye for detail
• Excellent communication and interpersonal skills with a customer-oriented approach
• Ability to work well under pressure and manage multiple tasks simultaneously
• Willingness to work on-call rotation, including weekends and holidays, to ensure 24/7 coverage
• Ability to work in our Chicago office 5 days a week