Service Desk - Tier 2

Guggenheim Investments•New York, NY

1d•$90,000•Onsite

About The Position

This role is the first point of contact for our employees experiencing technical challenges. Your primary responsibility is to provide exceptional user support, ensuring a positive and productive experience with our technology. You will troubleshoot and resolve technical issues related to Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, prioritizing rapid response and complete resolution. This role requires excellent communication, problem-solving skills, and a dedication to delivering outstanding customer service. This position requires a strong commitment to achieving technical expertise, exceptional customer service skills, and the ability to work in a high-pressure, fast-paced environment. This position is located in our New York City office, full-time.

Requirements

4+ year of experience in a detail-oriented IT support role
Hands-on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure
Ability to trouble-shoot complex issues and take preemptive action
Strong communication skills with a focus on providing verbal and written narratives on the current and future-state of a roll-out to executives and end-users
Must have demonstrated experience managing multiple projects leveraging storytelling, gaining buy-in, and translating technical topics to a wider audience
Important competencies include building relationships, communication, and problem solving
Bachelor’s degree or equivalent experience

Nice To Haves

Ability to establish and communicate a vision, solve problems from an elevated level, and be deeply involved in processes, systems and service delivery details
Strong interpersonal skills with a collaborative approach to teamwork
Ability to prioritize tasks effectively in a fast-paced setting
Willingness to provide occasional after-hours support and travel domestically

Responsibilities

Diagnose and resolve hardware, software, and network issues escalated from Tier 1.
Provide advanced troubleshooting for applications and custom systems.
Ensure resolution of issues related to desktop, mobile, VPN, and remote access.
Escalate unresolved issues to Tier 3 or MSP/MSSP, ensuring smooth handoff and timely follow-up.
Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.
Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs.
Conduct root cause analysis for recurring issues and recommend permanent solutions.
Manage user accounts, permissions, and access requests across various systems.
Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
Provide support for SaaS applications
Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements.
Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base.
Provide feedback and recommendations to improve existing documentation and training materials.
Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions.
Provide status updates to users and internal stakeholders regarding incident progress and resolution times.
Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
Assist in implementing automated solutions to reduce repetitive incidents.
Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues.
Mentor and train Tier 1 support staff to improve their troubleshooting skills.