Technical Support Specialist

Brookfield Asset Management•New York, NY

27d•$80,000 - $90,000•Onsite

About The Position

The Technical Support Specialist serves as the face of Technology Services, providing first-line deskside and remote support to Brookfield end users. This role is key to ensuring a high-quality user experience and seamless support across the organization. The Technical Support Specialist will report to the Team Lead, Deskside Support, and work closely with other TS teams to log, resolve, and manage incidents and service requests, while continuously looking for ways to improve service delivery.

Requirements

3+ years of relevant IT support experience
Bachelor’s degree in computer science, Information Technology, or related field, or equivalent combination of education, certifications, and experience
Proven ability to install, configure, and support both Windows and Mac environments
Strong customer service and relationship management skills
Experience working with third-party service providers and ticketing systems (e.g., ServiceNow)
Strong awareness and commitment to cybersecurity best practices
Knowledge and proficiency in the following areas:
ITIL framework and best practices
Operating Systems: Windows 10/11 and macOS
Applications: Microsoft Office 365, ServiceNow (SNOW)
Systems & Tools: Active Directory, Microsoft Intune, Azure AD
Networking: Remote access (MFA, Cisco VPN), TCP/IP, WAN
Hardware: Desktops, laptops, iPads, iPhones, printers, Cisco video conferencing systems
Server OS knowledge is an asset

Nice To Haves

Experience in the financial services industry is preferred; front-office support is a plus

Responsibilities

Provide exceptional deskside and remote support to Brookfield end users.
Own IT support incidents and requests through to confirmed resolution.
Install, configure, maintain, and troubleshoot hardware, software, peripherals, AV equipment, and network connectivity.
Deliver basic technical training and guidance to end users.
Ensure all incidents, resolutions, and workarounds are documented in accordance with knowledge management standards.
Represent Brookfield Technology Services with professionalism in all interactions.
Collaborate across TS teams to resolve complex or escalated issues efficiently.
Participate in the testing and rollout of new desktop technologies and software.
Assist and provide backup support to other deskside team members as needed.
Support high-priority and complex technical issues, including escalations.