Desktop Services Associate

We are at the forefront of transforming the future of technology in the financial industry, and we seek curious, practical individuals to help us pave the way. Our team is not intimidated by taking calculated risks, as they relish a good challenge and are eager to engage in problem-solving. As a member of our team, you will work alongside like-minded experts in a culture that is deeply rooted in innovation and progression. Join us to be part of a transformative journey that can shape the industry's future.

Cetera Financial Group is currently seeking a Desktop Services Associate for our company’s office located in Birmingham, Alabama.   This is a unique opportunity to join our team to provide operational support and world class customer service to our office and remote staff.

What you will do:

Workstation Management

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT.  Autopilot/Intune experience a plus.
• Application deployment using common enterprise tools.
• Hardware asset tracking & reporting.
• End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.).
• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.).
• Other technical configuration, support & administrative tasks as assigned.
• Level 2 Technical (“Break/Fix”) Support.
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites.
• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.).
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools).
• Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.).
• Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.
• General user community technology guidance, recommendations & education.

Technical Administration

• User permissions & password management on multiple systems (Active Directory, Exchange, etc.).
• Incident management, including response, tracking & reporting for areas of responsibility.
• Document workstation configuration standards, processes & best practices.
• Manage local site logistics including storage room, organizing inventory, shipping and receiving.
• Ability to lift up to 50 pounds.
• Able to sit or stand for extended periods of time.

Team Collaboration

• Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests.
• Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices.
• Ongoing process/solution analysis and improvement.

What you will have:

• 5 years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.
• 5 years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).
• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.).
• 5 years providing support for Windows 11.  Windows Server experience a plus.
• 5 years providing support for MS Office and all major component applications.
• 5 years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.).
• 5 years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.).
• 5 years providing on site & remote technical support for workstations, applications and networking technologies – in medium to large organizations.
• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.
• Familiarity with a range of ticket/incident management systems, specifically ServiceNow.
• Microsoft Active Directory administration.
• Ability to coordinate tasks with vendors to meet service targets & project deadlines.
• Ability to prioritize & multi-task in a fast-paced/demanding environment.
• Ability to work independently or as part of a team to meet deadlines.
• Strong analytical & problem-solving.
• Strong interpersonal/relationship-building skills & customer service values/practices.
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.
• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

What is nice to have:

• Experience with Windows 11.
• Experience Microsoft Autopilot.
• Executive Support.
• Experience with Lenovo laptops.
• Higher education.

Our top performers share the following traits:

• Patience.
• Ability to multi-task.
• Clear and confident communication – able to adjust to the customer’s needs.
• “Get it done” attitude.

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