desktop support

Qualifications Two to four years of experience configuring, installing, troubleshooting, and repairing printers, PCs, and laptops. Ability to provide technical support to computer users both by telephone and face‑to‑face when necessary. Strong technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007, Market Data Applications (e.g., Bloomberg) and telephony environments; expert level in at least one of these areas. Ability to broaden knowledge in the functional areas of IT and be proficient in two or more functional areas. Strong basic execution capabilities within functional areas of IT. Moderate proficiency in troubleshooting desktop computer issues, both hardware and software. Ability to manage a work queue in a ticketing system. Work overtime hours, weekend hours and on‑call hours as required. Ability to handle multiple tasks and prioritize appropriately. Key Responsibilities Provide initial troubleshooting of application and hardware issues; resolve issues of moderate complexity without assistance. In at least one technical area of specialization, solve problems of the highest complexity; for more complex issues beyond primary area, collect data, elevate to senior staff, and track resolution. Solve issues for moderately complex problems in all technical areas and extremely complex problems in at least one technical area. Apply policies to situations with minimal interpretation. Contribute to workflow or process changes where improvements are identified through troubleshooting. Perform Active Directory actions such as password resets and data entry as required. Provide Level 1 technical support for users of desktop hardware and software in the same location and Level 2 support for users in remote locations. During periods of high call volume, forward problems to desktop support technician when appropriate to maintain efficiency. Supervision Received/Provided Perform project work as assigned under the supervision of a lead or manager. Team‑player attitude, excellent communication skills, and the capacity to work with minimum supervision; good customer‑handling skills. We are an equal opportunity employer; all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, disability, or other protected characteristics. #J-18808-Ljbffr