Job Summary

The IT Technician has primary responsibilities as the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management. The IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident. When incident resolution is beyond the expertise of the technician, has responsibility to effectively escalate to the appropriate technical area for Level 2 troubleshooting and resolution.

Essential Duties & Responsibilities

• Serve as the First Responder to event alerts triggered when monitored applications, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.
• Serve as a technical escalation point within the IT Service Desk function, and respond to multiple channels reporting incidents and requests.
• Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.
• Communicate with Team Leads and Management regarding any trends, issues, or system critical outages.
• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
• Be available to work 12 hour rotating shifts on either a Daily or Nightly capacity.
• Assist other team members and work together to troubleshoot or manage large outages / service interrupts to meet customer needs.
• Assist with projects and implementations directed by Management.

Qualifications

•  Experience with Helpdesk and customer relationship ticketing systems.
• Experience with office productivity, reporting, and technical documentation software.
• Experience with Scheduled Tasks and enterprise job schedulers.
• Understanding of web based and distributed systems n-tier technologies.
• Expertise in working with IT monitoring and event management tools.
• Experience working in Cloud based Operations

Education & Experience

• High School Diploma or equivalent work experience required. 
• 1 years of technical experience. 

Systems & Technology

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook
• Microsoft product familiarity (Win10/Server 2012/2016)
• Experience with Google Office Suite, Solarwinds, Moogsoft, Cherwell

About Stifel

Established in 1890, Stifel is one of the nation’s leading full-service wealth management and investment banking firms. Stifel serves clients from more than 400 offices across the United States and ranks as the nation’s seventh largest full-service investment firm in terms of number of financial advisors. We are also a leading provider of investment banking services to the middle market, a top-ten municipal bond underwriter, and home to one of the industry’s largest research franchises. In addition our Stifel Bank subsidiary provides a comprehensive range of banking services.

At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

The health and safety of our employees and candidates is very important to us. We continue to monitor the current public health situation and have adjusted our hiring procedures to include virtual recruiting tools that allow us to continue meeting new candidates. 

Stifel is an Equal Opportunity Employer.