Job Details

Support Desk Technician II

CHICAGO-60609, IL, US
11/13/2018

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Required Skills

    Active Directory
Company

Infinity Consulting Solutions, Inc

Experience

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Job Description

Position Overview:

The Support Desk Technician handles the following broad responsibilities in a support desk environment:

Trading Systems Support: Is a procedure oriented role requiring strict adherence to procedures for end of day trading support, and proper escalation of any issues that occur during EOD processing run on in-house systems

Application Support and Administration: Support of end users computing needs: Hardware, software, mobile devices, local and remote.

This requires familiarity with PC hardware and common Office Applications in a network environment (Microsoft Office, Printer support, Phone support, terminal emulation software; Network support such as Active Directory, Virtualization technologies (VMWare, Remote Desktop), mobile device support, etc.)

Essential Job Duties:

Both EOD processing and Trader Support – particularly after hour support require the ability to understand the work environment, prioritize competing demands, and work independently to resolve problems and complete tasks in a timely manner.

Ability to work independently - The ability to work independently includes the ability to read, understand and apply written documentation and instructions and carry them out to completion, having been given the job parameters. This is particularly important on third shift when other support mechanisms are either not available; or it is undesirable to contact them on a regular basis for a process the candidate should understand.

Consistency in Executing SOPs – Standard Operating Procedures are just that – standard procedures which should be followed consistently and faithfully until the SOP is either changed or discontinued. With a good understanding of the work environment, the candidate should be able to recognize SOPs that need changing or updating, and should be able to write up such suggestions or changes before implementing them in a rogue manner.

Visibility – One of the primary reasons the person is on site (as opposed to hiring a third party in a data center somewhere) is so that the support person can address concerns in person in a professional manner.

This is not a role where all work is done over the phone for a trader who is 30 feet away.

This role requires that onsite issues be addressed – as much as possible – in person in a professional, personable and efficient manner.

ITIL Management – Like most IT organizations our client follows ITIL practices.

This means the candidate needs to consistently and accurately complete ITIL mandated documentation such as the designated forms for the management of Incidents, Change Requests, Tasks, etc.

Typical Job Tasks and Duties

Typical duties and task include, but are not limited to support/management/installation of the following:

Applications: Experience with common Enterprise Software (Microsoft Office Suite, Adobe Products, Various Browsers, Antivirus, Patching Laptops, etc.)

Hardware: Experience troubleshooting and replacing PCs and components, Familiarity with PC imaging concepts

Mobile Devices: Familiarity working with Android or iOS operating systems to assist users with Enterprise applications such as Email, remote access etc.

Trade Operations Monitoring: Comfortable following documented procedures, escalating appropriately as necessary; Able to document needed changes and updates in procedures, and raise needed changes as appropriate; Able to appropriately escalate issues for
resolution

Ability to multitask several ongoing issues. This involves the ability to assess priority
and make appropriate decisions quickly and effectively.

Excellent written and verbal communication skills

Required Qualifications

Education: Information Technology (Associates) degree or equivalent job experience

Experience At least 3 years' experience with PC and Application Support

Strong knowledge of Microsoft Windows; Use of Active Directory Users and Computers.

Experience working in a Virtualized environment; preferably VMWare

Strong PC hardware troubleshooting skills

Strong problem troubleshooting skills. Able to research, diagnose, and resolve complex issues

Strong Organizational skills

Familiarity with Android and iOS Operating systems for Mobile devices

Experience with the following helpful (GMI, TT, ION)

Detail orientation – needed to complete long or detailed tasks

Scripting Ability Helpful

Helpful: Cisco Telephony (Call Manager, Voicemail, etc.) familiarity

Ability to multitask several ongoing issues. This involves the ability to assess priority and make appropriate decisions quickly and effectively.

Excellent written and verbal communication skills

Ability to demonstrate processes, tasks to end users

Must work well in a high-pressure environment and keep cool under stress





Support Engineer HELPDESK
Information Technology

No Preference
FullTime Job
Other
1

Candidate Requirements
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Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY, US
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