System Support Specialist

*Fulltime Direct Hire

*5 days/wk on-site in New York city

We're seeking someone who combines deep technical expertise with exceptional customer service instincts—especially when supporting senior executives who demand excellence. You're someone who understands that in investment management, technology isn't just convenience; it's mission-critical infrastructure.

Primary Responsibilities

• Serve as the first line of defense and frontline technology expert for 20 NYC associates, providing immediate hands-on support while simultaneously delivering high-quality remote technical assistance to associates across all offices nationwide.
• Manage the complete Help Desk experience—accurately documenting every issue, tracking resolutions, and ensuring no problem falls through the cracks regardless of which office needs support.
• Administer users, computers, and security groups across Active Directory and Azure Active Directory, managing permissions and provisioning with precision.
• Deploy and maintain Group Policy Objects (GPOs) that keep our multi-office infrastructure secure and standardized.
• Execute rapid PC setups and configurations when new team members join or technology needs evolve—knowing that every hour of downtime impacts business operations.
• Install, upgrade, and maintain desktop hardware and software across our technology stack, ensuring every system runs at peak performance while troubleshooting and guiding remote users through similar processes.
• Provide expert support across PC applications, desktop hardware, audio-visual systems, network infrastructure, and data communications—maintaining the skill level to solve virtually any technical challenge.
• Orchestrate audio-visual excellence for events ranging from small team meetings to large-scale presentations in our NYC office, ensuring flawless execution when executives and clients are in the room.
• Diagnose and resolve hardware issues quickly—both hands-on for NYC users and remotely for associates in other offices—coordinating repairs while minimizing user disruption and keeping everyone productive.
• Collaborate closely with Systems Support Specialists nationwide and the Director of Systems Support, providing project updates, sharing knowledge across the team, and escalating critical issues with sound judgment.
• Provide after-hours support and 24x7 coverage for both helpdesk and computer operations during your on-call rotation (every 5-6 weeks), being the reliable professional who responds when systems need immediate attention—regardless of which office or time zone requires help.
• Manage vulnerability assessments and drive remediation efforts that keep our infrastructure secure against evolving cyber threats.
• Coordinate television studio operations in NYC, responding to technical issues and ensuring our broadcasts maintain professional quality (comprehensive training provided).
• Operate batch processing systems and promote development code to production using established scripts, supporting the software deployment lifecycle (training provided).
• Perform related duties as assigned, adapting to the evolving technology needs of a dynamic investment management firm.

Preferred Qualifications

• Meticulous attention to detail—you catch issues before they become problems and ensure every configuration is exactly right.
• Proven background in customer service with a track record of turning frustrated users into satisfied advocates, both in person and through remote support.
• Experience supporting executives is essential—you understand the unique demands, discretion, and white-glove service that senior leadership expects.
• 3 years of PC troubleshooting experience with ability to diagnose and resolve issues quickly under pressure.
• Strong audio-visual background with hands-on experience setting up and managing AV systems for professional environments.
• Excellent remote troubleshooting skills with ability to guide users through technical solutions clearly and patiently.
• PowerBI experience preferred—ability to support data visualization and reporting tools used by our investment teams.
• Broadcasting or television studio experience preferred but not required—we'll provide comprehensive training for our studio operations.
• A and/or Network certification preferred, demonstrating formalized technical knowledge.
• Passion for technology and genuine curiosity about how systems work together to enable business success.
• Ability to thrive in fast-paced, high-stakes environments where technology directly impacts business outcomes.
• Strong communication skills with ability to explain technical concepts clearly to non-technical professionals.
• Quick learner who adapts rapidly to new technologies, tools, and evolving business processes.
• Self-motivated and able to prioritize effectively when balancing immediate local needs with remote support requests from multiple offices.