Senior IT Support Specialist

Evolver is seeking a Senior IT Support Specialist / Network-System Admin supporting our client on-site in San Francisco.

The Senior IT Support Specialist will provide onsite support (3-5 days) to the Executive Staff and Investment employees of the company. This position will be responsible for end-to-end troubleshooting of end user application and system issues. It requires a broad knowledge of applications and IT systems with a foundation in networking, packet analysis, and troubleshooting with logs. Customer service and communications skills are required to work with both end users and well as level 3 IT engineering staff.

Responsibilities:

• Work closely with a colleague in a paired arrangement for support of Executive and Investment staff.
• Provide strong analytical and technical skills to systematically resolve issues related to workstations, virtual machines, laptops, mobile devices.
• Identify possible causes of issues, develop a troubleshooting plan, diagram systems and scenarios, gather and analyze results, adjust plan, accordingly, provide written updates, resolve incidents, and work with IT for solutioning for problem.
• Identify and collaborate on needed instrumentation, testing, and other environments to enable fast fault isolation, identification, and incident resolution.
• Provide end-to-end support to resolve issues with authentication, certificates, Active Directory group policies, Networking issues, packet capture, application/system log aggregation, and more.
• Persistence and ownership in working with Level 3 engineering staff and vendors to resolve complex difficult to solve performance issues.
• Continuously improve reliability, availability, and performance for optimal end user experience.
• Work effectively independently as well as collaboratively with a local or remote team.
• Understand and communicate the urgency of all issues as appropriate.
• Document issues/problems and solutions for both IT team members and end users.
• Adhere to IT processes, escalation, change management, etc.
• Be available as on-call support as needed.

Basic Qualifications:

• 5 years network operations or network engineering experience including Wi-Fi and VPN, Firewalls, and Proxies.
• 5 years relevant technical and functional experience in a Windows desktop and server-based environment.
• 5 years of experience supporting Windows workstations and laptops.
• 5 years of experience providing technical support and demonstrating career growth.
• 2 years of technical lead experience.
• 2 years of 3xperience in customer-facing positions and regular exposure to executive level employees.
• 2 years of 3xperience providing "White Glove" support.
• Bachelor's degree in a relevant field required. Will consider years of experience and/or certifications in lieu of degree.

Preferred Qualifications

• Strong fundamental understanding of multiple IT technical domains.
• Strong Knowledge of troubleshooting and diagnostic tools logging, and packet or application flow analysis.
• Strong knowledge of AD/Windows Server infrastructure support.
• Strong hands-on experience on desktops/laptops.

• Strong documentation and communication skills.
• Financial Industry experience is preferred and a big plus
• Strong diagnostic and troubleshooting skills to restore immediate use of systems.
• Packet analysis - Wireshark or similar tools
• Experience analyzing logs and working with vendors on issues
• Working knowledge of video conferencing technologies such as Webex, Zoom and Microsoft Teams.
• Experience with financial applications i.e., Bloomberg, FactSet, Eze, Charles River, a plus.
• Strong familiarity with desktop security products.
• Strong understanding of Active Directory Administration.
• Strong understanding of virtual desktops using vSphere, Horizon Client.
• Support for Lenovo Desktops & Laptops, MSFT Surface, iPhones, iPads.
• Microsoft Configuration Manager (formerly SCCM), and Microsoft Endpoint Management.
• Experience with MDM systems such as Microsoft Intune.
• Experience with MFA such as RSA and MS Authenticator.
• Functional knowledge of one or more IT infrastructure fundamentals (e.g. basic networking skills, server, email, SSO, mobile devices, and identity and access).
• Experience with Cloud is a bonus
• "Jack of all Trades" experience at a smaller company
• System administrator level of knowledge of common IT systems (Networking, servers, etc.)
• Experience leading IT projects with multiple departments both in IT and outside of IT

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.