Associate, Technical Support
About The Position
The team provides 24x7 support to C-level executives and their executive assistants, handling tasks such as installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software. The team is skilled in supporting a wide range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks. Support is provided in person, by phone, or email, and includes phone/remote support, desk-side support, break/fix, move/add/change, AV support, and more. Other tasks include user outreach, asset tracking, and vendor coordination.
Requirements
- Experience with: Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell/Mac/Apple hardware.
- Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector.
- Event support and sophisticated home networks.
- Proactive support, including tools such as Splunk and Control Up.
- Supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through the use of password managers.
- Satellite communications, Star Link, and burner devices.
Nice To Haves
- Experience with aircraft and aviation hangar support is a plus.
Responsibilities
- Respond to user inquiries, email, or phone-generated support calls
- Escalate high-impact problems while maintaining responsibility.
- Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
- Support BlackRock Dell PCs, laptops, chrome books, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment.
- Understand and support in-house applications.
- Provide tech solutions and guidance to users at all levels.
- Build and install hardware in accordance with the lifecycle program.
- Manage inventory and assets.
- Assist with any other IT support elements when required.
- Assist with project delivery tasks as needed.
- Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
- Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service.
- Participate in disaster recovery planning and testing.
- Write technical support documentation and share knowledge with the team.
- Occasional travel may be required, including travel support and high-risk travel.
- Must be comfortable with being on call and providing weekend support.
- Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams.
Benefits
- employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits
- 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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
