Responsibilities:
Must Have
Seeking an individual who has a deep expertise in serving clients and are passionate about advances in the IT space. The ideal candidate possesses a motivational commitment to excellence, offers a personal approach to service, enjoys being challenged and is dedicated to pursuing growth and learning.
Provide advanced, L2/L3 support to end-users for Azure AD, on premises AD, Exchange Online, SharePoint, OneDrive, Office 365, PC hardware, operating systems, software applications, peripherals, installations, and device management. 
Respond to, diagnose, and troubleshoot problems through tools, analysis, and discussion with users to restore service and/or identify and correct problems. Daily operational requirements include excellent communications and customer service skills. Position requires individual to closely interact with end-users, from CEO level down, diplomatically, and technically.
Responsibilities
Maintain high performing service support functions for all responsible projects 
Provide onsite IT support to RCM users with hardware & networking related issues. Hardware support includes printers, pcs , tv cable boxes as well as other break/fix issue. Networking support with ports, phone configurations, & data room projects.
Assist with A/v support for teams' rooms & meeting set ups for Video Conferencing and implement solutions for improvements needed.
Assist with move request and new hire on boarding process.
Champion Service and Support in projects and developing a strong understanding of projects impacting service area and ensuring service impact is minimized and agreed
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Provide feedback to Head of Technology Support & Services and leads through team meetings
Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Provide training to service desk agents with incidents and escalations with kb updates or remote coaching.
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
Support internal and third-party service review meetings covering performance, service improvements, quality, and processes
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Support internal and third-party service review meetings covering performance, service improvements, quality, and processes
Assist VIP level users & offer tech service improvements to on site tech team with service now.
Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as client contact on technical and service-related problems.
Diagnose and repairs mechanical, hardware, software, and system failures using established procedures.
Monitor and update Service Desk incident tracking tickets (ServiceNow) for issue response and resolution.
Function as primary point of contact and communication with end-user from assignment of ticket to successful resolution of issue.
Work with various automated and manual build and imaging methodologies.
Perform installations, moves, software and hardware additions and changes to end-users IT equipment.
Advanced research of client issues and effectively resolve.
Interact with resolver groups to diagnose and resolve problems when possible.
Document processes and procedures for self-help and for informational troubleshooting for other resolver groups.
Perform end-users adds, changes, deletions and account/MFA/password resets in Active Directory and Azure AD.
Support end-user mobile smart devices i.e., iPad, iPhones, and Android devices.
Skills
Solid history and expert working knowledge of Windows 10. Windows 11 a strong plus.
Solid understanding of Networking - TCP/IP, Remote Connectivity, Wi-Fi.
MacOS support experience a strong plus.
ServiceNow, ITSM or other major Ticketing System experience a strong plus.
Ability to understand and explain complicated technical concepts to non-technical end-users to promote their knowledge of their technology tools.
Ability to gain an understanding of the end-user's problems and deliver solutions and recommendations to solve quickly and proactively.
Must have excellent communication, documentation, and interpersonal skills.
Must be able to interface appropriately with multi-million-dollar producers and ultra-high net-worth clientele in our Headquarters.
Self-starter with the ability to solve complex problems with innovate where needed with unique solutions.
Must have excellent time management, prioritization, communication, and customer service skills.
Ability to work independently with minimal supervision.
Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues.
Experience utilizing remote support tools for end-user support; diagnostic and repair.
Ability to troubleshoot and configure end-user mobile devices i.e., smart devices, iOS, and Android devices.
Qualifications
3 years of experience providing end-user deskside support, with a focus on as many of the following technologies areas as possible:
Azure Technologies (Exchange Online, Azure AD, Endpoint Manager / Intune, WVD, Defender)
Microsoft 365 (All E5 Tools and Applications)
8x8 or similar VOIP management experience
General Hardware Support (Desktop/Laptop, Mobile Device)
Prior experience supporting Managing Directors and C-Suite Level executives in a corporate financial institution, highly preferred.