Senior Analyst, Help Desk

Greenwich, CT

Responsibilities

 

  • Respond to requests from clients via Help Desk ticketing system. Correctly fill out incident and request tickets per the technology team’s guidelines.
  • Analyze, troubleshoot, and resolve user technology issues and fulfill their requests and address setup needs. Involve members of other technology subteams, as necessary, to resolve issues requiring their specialized knowledge.
  • Attend virtual or in-person meetings with clients to facilitate the troubleshooting and resolution of issues, as necessary. (In-person contact is extremely limited during COVID-19.)
  • Maintain high level of customer satisfaction and consistently solicit feedback from users to uncover and gain insight on technology issues. Temporary workarounds are acceptable but it is the analyst’s responsibility to see it through to full resolution and confirm the user is satisfied with the fix.
  • Actively update, maintain, and monitor all GA Operations tools, management and monitoring systems and respond promptly to alerts and system emergencies as required.
  • Report and escalate appropriately all critical and high system issues and outages with VIP complaints to management immediately with the associated important or key information.
  • Image, install, update, deploy, configure and test all assigned computer systems, user devices, associated peripherals, 3rd party and internal applications within the GA firm guidelines to meet firm security requirements, operational readiness, governance, system standards and protocols.
  • Develop, document, and always adhere to standard operational procedures and protocols. Review and update operational documents at standards intervals as required by the Infrastructure Operations Management Team.
  • Perform regular system health checks, software and system rollouts, major changes and updates as assigned and in compliance with established procedures and run books.
  • Ensure successful integration with existing systems while having zero to minimal impact on our users or business operations.
  • Complete and compile detailed reports as requested by management on outages, issues, problems, inventories, system performance etc.
  • Use internal systems, tools, and applications to produce a final product that is professional, comprehensive and within the firm and technology team’s guidelines.
  • Develop team run books, knowledge articles, user training materials, instruction guides, tips and tricks using GA templates and adhering to team guidelines.
  • Maintain and keep organized all file documentation, system data, hardware and software inventories keeping a key focus on warranties and licenses.
  • Build application packaging for software deployments, updates, and uninstalls
  • Test packages and remediate any issues before deployments.

 

Requirements

 

  • College degree, additional degree preferred
  • At least 3-5 years of work experience
  • Experience and competency with Microsoft Windows and Office applications
  • iOS, Video Conferencing, Office365, Azure, and remote support experience a plus

 

 

 

 

 

Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 2/23/2021
Salary $70,000 - $80,000 + bonus







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