Technical Support, Associate

BlackRock•New York, NY

6d•$110,000 - $140,000•Hybrid

About The Position

The team provides 24x7 technical support to C-level executives and their executive assistants. Support includes installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software across technologies such as PCs, virtual desktop infrastructure (VDI), laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks. Assistance is provided in person, by phone, or by email, and includes remote and phone support, desk-side support, break/fix, move/add/change services, and AV support. The role also includes user outreach, asset tracking, vendor coordination, project support, documentation, and collaboration with other IT groups. Occasional travel, including travel support and high-risk travel, may be required; the position also requires comfort with on-call duties and weekend support. BlackRock’s hybrid work model currently requires employees to work in the office at least four days per week, with the flexibility to work from home one day per week. Some business groups may require additional office time. For New York, NY, the stated salary range is USD $110,000–$140,000, with eligibility for an annual discretionary bonus and healthcare, leave, and retirement benefits. Total compensation may vary based on role, location, and firm, department, and individual performance.

Requirements

Experience supporting executive users, including a CEO or chairman’s suite, senior managing directors, and a Board of Directors in the financial sector.
Experience with Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell, Mac, or Apple hardware.
Ability to provide support across a wide range of end-user hardware, software, operating systems, and multimedia platforms.
Ability to multitask.
Comfort with being on call and providing weekend support.

Nice To Haves

Experience supporting aircraft and aviation hangars.
Experience providing event support and supporting sophisticated home networks.
Experience with proactive support tools such as Splunk and Control Up.
Experience supporting a data privacy program, including removing personal information from data brokers, monitoring the dark web, and managing password security through password managers.
Experience with satellite communications, Star Link, and burner devices.

Responsibilities

Respond to user inquiries and support calls generated by email or phone.
Escalate high-impact problems while maintaining responsibility for their resolution.
Provide application support across multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
Support PCs, laptops, Chromebooks, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment.
Understand and support in-house applications, and provide technology solutions and guidance to users at all levels.
Build and install hardware in accordance with the lifecycle program.
Manage inventory and IT assets.
Assist with other IT support needs and project delivery tasks as required.
Analyze, diagnose, and resolve desktop problems for end users, including implementing corrective solutions and arranging off-site repairs for remote users.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
Collaborate with other support groups, including Exchange, AIM, Cyber Security, Windows, and Network Operations, to maintain a high level of service.
Participate in disaster recovery planning and testing.
Write technical support documentation and share knowledge with the team.
Provide occasional travel support, including high-risk travel support, and be available for on-call and weekend support.
Multitask and support multimedia platforms such as Cisco WebEx, Zoom, and Teams.