Technology Support Analyst

William Blair•New York City, NY

1d•Onsite

About The Position

The Technology Support Analyst will deliver high quality, effective technical support for the firm’s desktop hardware and software systems, ensuring exceptional client service to end users. Administer and monitor technical support workflows through the help desk ticketing system. Assess and prioritize the end user inquiries and issues. Perform setup, maintenance, troubleshooting and repair activities for user hardware and software solutions. Assist end users with requests and issues to ensure the daily availability and proper operation of their devices and desktop software. The employee in this role will be required to work in the NYC office 5 days a week. This position requires flexibility in work hours, including the ability to work evenings and weekends up to six times per year. Candidates should be prepared to adjust their schedules to accommodate these occasional demands.

Requirements

Bachelor's Degree in IT related field preferred.
2 – 5 years of experience in technical support or systems administration required; financial services industry experience preferred.
Strong problem resolution skills.
Strong time management and prioritization skills.
Ability to work effectively in a team environment.
Ability to collaborate across multiple functions.
Attention to detail and quality.
Technical knowledge and training in multiple key elements (data/voice communications, servers, networks, desktop) of the firm’s computing environment.
Knowledge of core technology industry trends and best practices.
Strong written and verbal communication skills.
Lift and push objects (i.e. IT hardware); reach with hands and arms, bend, kneel (i.e. plug in cables), and perform other moderately strenuous activities; occasionally lift or push up to 40 lbs.

Nice To Haves

financial services industry experience preferred.

Responsibilities

Deliver high quality, effective technical support for the firm’s desktop hardware and software systems.
Assess and prioritize the end user inquiries and issues.
Ensure that requests are handled in accordance with service level agreements.
Utilize established help desk workflow procedures and tools to provide prompt action, detailed communication and complete resolutions.
Identify, troubleshoot, analyze and resolve user technical issues.
Apply fixes and document solutions.
Document and report on issue status to Technology Client Support management.
Escalate complex issues using established procedures.
Perform setup, maintenance and upgrades of user hardware and software solutions in conjunction with Technology Client Support team members and other system administrators.
Administer desktop security protocols according to IT Security procedures.
Document and report security incidents to team management.
Ensure all activities are in compliance with applicable rules, regulations, policies and procedures.
Additional responsibilities as requested.