Service Desk Analyst

Service Desk Analyst

Location: Chicago Work Location: Hybrid Method - 3 days onsite/2 days WFH Salary: $100-130k (+ bonus + profit share) Reports to: Head of Infrastructure and Support

Company Summary: Founded in 1976 by dedicated investment professionals, they believed that delivering successful investment results for clients requires a consistent investment philosophy, a commitment to superior investment research and a high level of customer service. Our roster of clients has grown over the years, but these basic beliefs remain unchanged. Assets under management totaled approximately $123 billion as of June 30, 2021. Our team in Chicago includes 39 investment professionals and 195 total employees.

Position Summary

The Service Desk Analyst responsible for delivering outstanding technical support to our internal customer base and executive teams. They will be responsible for enterprise level support across all areas of technology needed to successfully run the business with a focus on senior executives of the firm.

The position will require the candidate to communicate with both internal resources and those of third party vendors, as well as understanding key business processes, along with the corresponding technology and business SLAs and expectations. What You'll be Doing:

• Review and route incoming technology related request to appropriate teams for remediation. Provide end user support for laptops/desktops, mobile technologies, and entitlement requests across technology platforms.
• Troubleshooting issues related to desktop hardware (e.g., network connectivity, video conferencing/collaboration, telephony issues, and peripheral device malfunction, mobile device issues etc.)
• Active Directory/Exchange/Outlook support and administration Provide video conferencing and general A/V support
• Execute / own the Joiner, Leavers and Transfers process as needed for the onboarding and off­ boarding of employees and contractors in accordance with Identity and Access Management guidelines
• Communicate with users and team members to provide timely updates and solutions for reported issues
• Continually investigate areas for process improvements and efficiencies Participate in projects and implementations as needed representing Service Desk
• Ability to execute knowledge articles and create shared team knowledge articles as needed Active Directory/Exchange/Outlook support and administration
• Participate in an on-call rotation that includes after hours and weekend support

Requirements

• 5+ years experience in Service Desk Technologist role
• Knowledge of ServiceNow, Atlassian tool set
• Experience supporting C-suite– preferably in Financial/Professional services environment
• Experience with network fundamentals and support experience (network configurations, VPN, printing, etc.)
• Experience in end user support across Desktops/Laptops (Windows), Active Directory, Exchange MS Office/ SharePoint (On-Prem/ Cloud), Mobile Platforms (Android/ IOS), App support
• Experience with an enterprise ticketing system

Nice to Have's

• Background in providing 1st and 2nd line IT support
• Powershell scripting skill preferred
• Experience in an Asset Management or Trading firm preferred