Position Summary:

• 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.

• Provide IT support to 45 Rock 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 VIP level users & offer tech service improvements to on site tech team with service now.
• Maintain high performing service support functions for all responsible projects
• 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

• 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.
• 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.
• 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.
• Act as the primary provider of technical support to users for hardware, OS, and application issues for all end-user, including Executive Level clients.
• 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.

• 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.
• Must have excellent communication, documentation, and interpersonal skills.
• Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues.
• 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 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.
• 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.

• 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