What are the responsibilities and job description for the Desktop Support Consultant position at It Accel, Inc?
Jr. Trade Floor Support - Contract
This role involves delivering exceptional support services to various teams within a dynamic financial organization. The position demands a hands-on approach to solving diverse issues with expertise and sound judgment while collaborating with end-users.
The individual will engage directly with trading business units to ensure the support team aligns with business requirements and maintain proactive communication with these units.
Key Responsibilities- Provide high-quality support to all end-users in a professional and courteous manner.
- Handle incident phone calls and emails from end-users.
- Utilize ServiceNow to manage incident and problem workflows.
- Troubleshoot basic network and telecommunications connectivity issues.
- Support desktop technology and applications in Windows environments, with Linux desktop support experience being advantageous.
- Possess knowledge and troubleshooting skills in Microsoft Windows OS, Microsoft Office Suite, mobile devices, printers, and other applications.
- Demonstrate strong analytical and problem-solving skills and the ability to work independently.
- Understand and assess end-users' needs and create innovative technical solutions.
- Contribute to projects arising from company-wide technical initiatives.
- Communicate effectively, keeping end-users informed of issue status until resolution, and escalate to appropriate technology teams when needed.
- At least five years of progressive technical support experience in a financial institution is required.
- A Bachelor's degree is strongly preferred.
- Ability to guide the activities of peers and others not under direct supervision.
- Familiarity with Active Directory, Exchange, Citrix remote access, and application delivery.
- Experience with Linux desktop environments (CentOS).
- Comprehensive knowledge of Windows-based desktops and key applications like Outlook and MS Office.
- Strong understanding of market data, including Bloomberg and Client, with proven expertise in integrating Excel plug-ins and troubleshooting API issues.
- Broad understanding of mobile technology.
- Excellent written and verbal communication skills, along with strong customer service experience.
- Process-oriented mindset.
- Demonstrated ability and interest in a hands-on approach to customer service.
- Willingness to work night and weekend shifts and travel lightly to branch offices.
- Experience in supporting servers and data centers is a plus.
- Certifications such as MCP, MCSE, or CCNA are considered beneficial.
