Associate, Technical Support Level 2

BlackRock•New York, NY

2d•$110,000 - $140,000•Onsite

About The Position

About This Role BlackRock stands as a worldwide leader in investment management, risk management, and advisory services, catering to both institutional and retail clients. With more than $10 trillion in assets under management and an employee base of approximately 30,000 professionals across over 30 countries, BlackRock is dedicated to helping clients achieve their objectives. This is accomplished through a diverse suite of products and services, including separate accounts, mutual funds, iShares exchange-traded funds, and a variety of other pooled investment vehicles. Position Overview The Associate – Technical Support Level 2 (TSL2) plays a crucial role as a member of the Digital Workplace – User Experience Operations team, based in New York, NY. This position serves as the primary liaison between internal stakeholders and the IT organization, ensuring clear communication and the efficient delivery of IT services. The Associate is instrumental in delivering comprehensive technical support throughout BlackRock’s New York Tech Hubs and executive business operations. Beyond day-to-day technical support, this role requires experience in project management and excellent written and oral communication skills. The Associate will lead transformational initiatives, coordinate technology deployments, and support the implementation of strategic technology projects.

Requirements

3+ years experience supporting clients in a desktop support role (preferably as a technical lead) in a financial environment.
Strong understanding of the Microsoft Office 365 suite and Windows environment, with the ability to accurately troubleshoot and resolve technical issues to completion.
Strong written and verbal communication skills, with effective time management, organizational, and analytical skills.
Ability to create clear and comprehensive project plans to coordinate and track all project work end-to-end from start to finish.
Exceptional customer service orientation to ensure the best possible user experience during issue resolution process.
Proven ability to prioritize tasks according to business impact and swiftly react to those tasks in a fast-paced environment where situations can change quickly.
Handle multiple responsibilities, and perform well under pressure, both independently and autonomously within a team.
Responsible, flexible, proactive, and committed to achieving objectives and resolving issues thoroughly and accurately.
Familiarity with AI Tools such as Microsoft CoPilot. CoPilot Studio, OpenAI, etc.

Nice To Haves

Experience providing technical support on a trading floor is highly preferred.
Familiarity with ServiceNow, SmartSheet, Jira, and Agile methodologies.
Familiarity with Market Data applications is beneficial.
While technical licenses are not mandatory, possessing them is preferred and can strengthen a candidate’s qualifications for this position.

Responsibilities

Deliver both in-person and remote IT support for desktops, mobile devices, peripherals, and end users at multiple locations, leveraging BLK technologies and access tools.
Diagnose, resolve, and document technical issues by managing incidents with the BLK ticket platform (ServiceNow), ensuring timely responses and contributing to the creation of knowledge base articles.
Manage devices by installing, configuring, monitoring, and troubleshooting workstations and mobile devices.
Collaborate with global teams, including Level 2, Level 3, Unified Communications, and Engineering teams and escalate issues when necessary to maintain service standards and operational continuity.
Support disaster recovery drills, executive meetings, and Business technology needs, acting as the technical support lead.
Lead or participate in technology projects such as hardware refresh deployments, Windows Operating System upgrades, infrastructure upgrades, office relocations, and device lifecycle management activities.
Prepare and update procedural documentation, monitor operational activities, and ensure compliance with established protocols.
Carry out assignments as directed by the Level 2 Support Manager and contribute to team and organizational goals.
Maintain the team’s ticket queues and update knowledge base articles as needed.
Work closely with the Technical Support Level 3 escalation group to document and resolve more complex technical issues promptly.
Participate in both global and local projects, including infrastructure improvements, office moves, mergers and acquisitions, and lifecycle management.

Benefits

employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits.
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

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