IT Helpdesk Analyst - Contract (San Francisco)

Insight Investment is looking for an IT Helpdesk Analyst. With the growth of the Insight North America business, there is a requirement to provide a greater level of IT Support to the firm across offices in SF, NYC, and Boston. The primary responsibility of the Helpdesk Analyst roles is to assist users with all IT related issues, performing root cause analysis and resolving / documenting issues whenever possible. To succeed in this role, an individual must be able to juggle multiple issues simultaneously in a fast-paced environment, escalating issues and concerns to IT management when necessary.

Role Responsibilities

• Provide a proactive and high-quality IT Support
• Ensure tickets / requests are responded to within a timely manner
• Manage end users’ expectations and ensure they receive regular updates on outstanding issues
• Ensure that agreed service standards are being met and instigate appropriate procedures when they are not
• Manage issues through to resolution
• Update ServiceNow tickets whenever possible so others can see updates
• Carry out root cause analysis on issues and provide resolutions for users whenever possible
• Undertake continuous improvement and small-scale enhancements / mini projects as requested.
• Create and update documentation on Confluence / ServiceNow as required
• Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls.

Experience Required

• Strong diagnostic skills and experience with root-cause analysis
• Windows 11, Office / M365 apps
• Active Directory / Group Policy Insight Investment - Confidential - Internal
• Windows performance / process monitoring • Collaboration Software (Teams, Zoom, etc.) • Troubleshooting experience with Excel (add-ins, macros, etc.)
• Exposure to MFA (or similar secure login)
• Experience with Remote Support via RDP or similar
• VMWare / VDI environment (VMWare View, vSphere, Omnissa Horizon, etc)
• Monitoring and analysis tools (e.g. Lakeside SysTrack, Azure App Insights, etc)
• MDM software (Microsoft Intune or similar)
• E-mail archival / search software (Mimecast or similar)
• Package Deployment software (Altiris or similar)
• ServiceNow or similar ticketing / knowledge base software
• Experience with scripting (e.g. PowerShell, Python, etc) and IDE Configuration
• Exchange / Exchange Online
• Cisco or similar VC Systems
• Basic understanding of networking and server infrastructure
• Experience troubleshooting home network connectivity issues
• Awareness of cybersecurity, including an understanding of phishing prevention, endpoint protection, etc.
• Experience with financial applications (e.g. Bloomberg, Trading platforms)
• Exposure to Azure or AWS for cloud environments
• Experience working at an investment firm or similar
• Uses a systematic approach to a complex problem or situation, approaches it from different angles.
• Can understand advice given from technical specialists and assess the impact in relation to actual requirements.
• Actively seeks out the knowledge to perform their role and improve in line with objectives.

Insight Investment is an equal opportunities employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Under California pay transparency law we are required to indicate the hourly pay range for this role of USD 60 to 80 per hour. Any offer of employment will be made based upon the specific skills and experience of the selected candidate and the base salary offered could be higher or lower than indicated.

About Insight Investment

Insight Investment is a leading asset manager focused on designing investment solutions to meet its clients’ needs. Founded in 2002, Insight’s collaborative approach has delivered both investment performance and growth in assets under management. Insight manages assets across its core liability-driven investment, risk management, full-spectrum fixed income, currency and absolute return capabilities.

Insight has a global network of operations in the UK, Ireland, Germany, US, Japan and Australia. More information about Insight Investment can be found at: www.insightinvestment.com