Associate Client/Server Operations Analyst

Federated Hermes, Inc.•Pittsburgh, PA

42d•Hybrid

About The Position

Ensure the productive service and support of end user equipment as mentioned in the job summary. Ensure that all end user hardware and related software problems, and other issues they may encounter, are identified and logged in the designated service management tool tracking system. Provide extensive support both onsite in Pittsburgh as well as through remote assistance for all other areas globally. Provide quality customer service on a consistent basis and represent the team and GTO in a consistent, positive manner. Demonstrate the ability to build and deploy machines in break/fix, new-hire and refresh environments and situations. Troubleshoot basic problems with supported systems and applications. Participate in the team's onboarding efforts for New Employee Orientation. Ensure the security of all information, technology, systems, databases, etc. is of utmost priority. Monitor system/application performance, generate capacity statistics, and recommend basic improvements. Regularly participate in inventory-related activities (e.g., tracking, versions, software, hardware, devices, etc.) and moving user's workstations. Provide status reports in the requested format and frequency. Assist users with general WFH equipment and make suggestions and recommendations. Ability to install/configure/maintain all Federated Hermes software library tailored to the users' needs. Interface with vendors as required.

Requirements

Technical school, associate degree, or equivalent experience.
Up to 3 years of general experience of at least one year in fundamental support via a traditional Service Desk, Desktop Support or Tiers One or Two support.
Knowledge and experience with Microsoft Office Suite products such as Excel, Word, PowerPoint.
General experience working with end-user hardware.
Essential knowledge of the desktop and laptop hardware, processes, and operations.
Solid communication (oral and written), problem solving and multi-tasking skills.
Able to work independently while still being a team player.
Ability to quickly adapt to changing technology and business needs.
Effective interpersonal skills with clients, coworkers and vendors

Nice To Haves

Specific experience with Microsoft Surface devices preferred.
Experience with "back-end" Microsoft products such as Intune, Azure, etc. preferred.
Experience with Investment Management customers or equivalent users preferred.

Responsibilities

Ensure the productive service and support of end user equipment.
Identify and log all end user hardware and related software problems, and other issues they may encounter, in the designated service management tool tracking system.
Provide extensive support both onsite in Pittsburgh as well as through remote assistance for all other areas globally.
Provide quality customer service on a consistent basis and represent the team and GTO in a consistent, positive manner.
Demonstrate the ability to build and deploy machines in break/fix, new-hire and refresh environments and situations.
Troubleshoot basic problems with supported systems and applications.
Participate in the team's onboarding efforts for New Employee Orientation.
Ensure the security of all information, technology, systems, databases, etc. is of utmost priority.
Monitor system/application performance, generate capacity statistics, and recommend basic improvements.
Regularly participate in inventory-related activities (e.g., tracking, versions, software, hardware, devices, etc.) and moving user's workstations.
Provide status reports in the requested format and frequency.
Assist users with general WFH equipment and make suggestions and recommendations.
Ability to install/configure/maintain all Federated Hermes software library tailored to the users' needs.
Interface with vendors as required.