IT Support Specialists/Helpdesk Specialists

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Job Title: IT Support Specialists

Work Location : Miami, FL. San Francisco / Los Angeles, CA (All are onsite)

Contract duration: 12 months Contract

Job Description

A Branch Support (IT Support) Specialist is responsible for providing technical support for hardware and software issues and requests to End Users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major Incidents, and collaborating cross-functionally with Network Services and Escalation teams to resolve complex issues locally.

Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.

Required Qualifications:

• On-site Branch Support Specialists in Metro Campuses will be required to support all
  
  

buildings within a Metro Campus.

• Bachelor s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• IT Support experience with a Financial Services or Brokerage Firm preferred.
• Strong organizational skills the ability to effectively manage multiple tasks simultaneously.
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
• Experience with Microsoft Office products, and general office computing tools.
• Excellent communication, interpersonal and customer care skills.
  
  

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor currently.

Primary Responsibilities:

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from helpdesk for application support including in-house, 3rd party application sand market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up Firm issued laptop or personal laptop virtual machine.
• Ensure client policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Symphony, Jive, etc.