IT Branch Support Specialist - DC / Baltimore area

Merge IT•DC/Baltimore, DC

3d•Hybrid

About The Position

Our enterprise-level client is seeking to add an IT Branch Support Specialist to the team in the Washington DC / Baltimore area. This role involves 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.

Requirements

IMAC (Install, Move, Add, Change) support experience REQUIRED
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
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.
Valid Driver’s License, reliable transportation, and a clean driving record are required.

Nice To Haves

IT Support experience with a Financial Services or Brokerage Firm preferred.

Responsibilities

Install, 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.
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.