Desktop Support Technician

About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, an investment firm, is seeking a Desktop Support Technician to join their team in New York, NY!

Responsibilities:

• Answer the IT Hotline phone, e-mail, manage incidents via the internal ticketing system, and provide support for all offices with the focused local support of the New York office.
• Troubleshoot hardware and software questions.
• Provide support to remote users on connectivity issues arising from the use of MS AVD, Netskope VPN, over wireless and wired high-speed Internet access. Utilize the Bomgar application for remote support.
• Install, configure, and support hardware, including workstations, laptops, printers, networked multi-function copiers, mobile devices (including but not limited to iOS, Android, and Windows devices), Wi-Fi & WWAN cards, LCD projectors, Bloomberg Terminals, AV Equipment and other computer and network peripherals.
• Install and configure operating systems and application software, including standard software such as Windows OS, Microsoft Office Suite, Microsoft Outlook in the Exchange Hosted environment (M365), MS Teams, Adobe products, and various financial information software, as well as special non-standard applications and custom applications.
• Provide general user support on all installed applications, operating systems, and hardware both in person and over the phone or remotely.
• Assist with managing IT resources, including workstations, laptops, projectors, and inventory.
• Carry out basic Windows Active Directory network administration, including administering user passwords, group management, account lockouts, and computer naming.
• Troubleshoot network print devices, including network-attached multi-function printers (MFPs).
• Assist with configuring and administering Windows Operating System workstations, including peripheral devices such as multiple monitors, docking stations, keyboards, mice, and other USB or wirelessly connected devices.
• Provide local hands-on assistance with user moves, including relocating computers, laptops, monitors, phones & headset devices as needed.
• Periodically, you might be asked to travel to a remote office to assist with on-site support or office expansion/move project.
• Provide end-user support for wireless connections involving Wi-Fi, MI-FI/Personal Hotspots, or WWAN network cards.
• Act as a local contact for technical-based vendors, coordinating printer and other onsite repairs of end-user or network equipment.
• Participate in regular staff meetings with other IT personnel and communicate any issues that concern other department members.
• Other duties as may be assigned.

Qualifications:

• Bachelor's degree (B.A./B.S.) from a four-year college or university in a related discipline; or three or more years directly related work experience and/or training; or an equivalent combination of education and experience.
• Thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.
• Ability to carry out duties with a minimum of direction and supervision and be able to perform each essential task satisfactorily.
• Strong communications skills.

Preferred Requirements:

• Previous work experience in a financial institution environment is highly desirable.
• Strong analytical skills and the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.
• Ability to interpret various instructions furnished in written, oral, diagram, and or schedule form.