What are the responsibilities and job description for the Technology Support Analyst position at William Blair?
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Join William Blair, the Premier Global Partnership.
William Blair has delivered trusted advice for nine decades, and we continue to deepen our expertise and relationships across regions, asset classes, and markets throughout North America, Europe, Asia, and Australia.
We are committed to our people and culture, values, clients, and local communities.
What sets us apart is that we are an independent partnership, with employees who have unique experiences, perspectives, and backgrounds. We provide advisory services, strategies, and solutions to meet clients' evolving needs amid dynamic market conditions and varying industries.
We strive to attract the most qualified, passionate candidates who specialize in investment banking, investment management, private wealth management, and a variety of other business functions.
We work tirelessly to create an inclusive culture and take pride in fostering employees' professional and personal growth. We empower our people to bring their best thinking each day so we can deliver the tailored, thoughtful work and problem-solving abilities that our clients expect.
Equally, we are proud of our long-term partnerships with the communities in which we live and work, a legacy we inherited from our founder.
We invite you to learn about how we are seeking excellence in everything we do and empowering our clients' success with passion, creativity, and rigor. For more information, visit williamblair.com.
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 office 5 days a week.
The employee in this role will be required to work in the Chicago office 5 days a week.
This position is based in Chicago and 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.
Responsibilities include but may not be limited to:
- 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.
Qualifications:
- 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.
- Physical Requirements: 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.
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William Blair is an equal opportunity employer. It complies with all laws and regulations that prohibit discrimination in employment practice because of race, color, religion, creed, ancestry, marital status, gender, age, national origin, sexual orientation, unfavorable discharge from the military service or on the basis of a physical or mental disability that is unrelated to the employee's ability to perform the duties of the job applied for. EOE m/f/d/v
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