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Senior Infrastructure Operations Analyst

2 months ago

Columbia, United States T Rowe Price Group, Inc Full time
Requisition Number: 70251

Position Title:

External Description:

PRIMARY PURPOSE OF THE POSITION

The Senior Desktop Support Analyst in the Desktop Services Group is responsible for all aspects of Desktop Support as they relate to a given Business unit, to include Trading Desk operations. The Sr. Analyst is also the primary contact for the business users for technical issues, production problems, and inquiries. The Sr. Analyst is a primary escalation point for all highly technical level III issues manifested through Desktop PC problems, and is required to troubleshoot and resolve these issues accordingly, using technical expertise and technical tools as necessary, in addition to collaborating with other teams. This position is responsible for designing, implementing, documenting, and monitoring desktop solutions to improve the overall user experience. The position schedules routine off-hour and weekend support, may be called on to provide emergency Business Continuity or other critical off-hour support, and is the on-call contact as needed.

PRINCIPAL RESPONSIBILITIES

Desktop Innovation - Researches, develops and implements new desktop technologies that will improve the overall workstation experience for TRP Associates.

Technical Support - Provides support including training, mentoring, acting as subject matter expert for certain technologies, answers questions, along with representing the group in large multi-divisional projects.

Proactive Management/Root Cause Analysis - Develops and monitors reporting facilities to track workstation trends to proactively identify and resolve issues to avoid large scale impacts. Monitors and reviews Help Desk tickets to identify potential trends that may be developing across the firm. Conducts root cause analysis for the identified trends; researches, develops, documents and implements solutions based on findings.

Desktop Support - Serves as the primary technical contact for business associates for a given site, providing status updates on technical issues, production problems, technology-related projects and responding to general technology inquiries. Resolves escalated Help Desk tickets with minimal direction from immediate supervisor. Engages necessary support resources, both internal and external to understand and correct issues.

QUALIFICATIONS

Required
  • Teamwork - the ability to work closely with peers, vendors and the customer during projects and issue resolutions
  • Detail Oriented - the tasks this group is charged with affect many desktops and therefore fallout from a mistake is global
  • Interpersonal skills - must be comfortable working with all levels of management due to the wide reaching nature of this position.
  • Familiar with state-of-the-art technology
  • 3 years experience with major systems implementations
  • Ability to communicate ideas and problem solutions
  • Excellent verbal and written communication skills
  • Excellent customer services skills
  • Strong troubleshooting skills
  • Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
  • Ability to lift computer equipment, including monitors and printers
  • Ability to provide 24x7/365 support through on-call rotation
  • Provides 24 hour pager support and performs off-hours support as needed
Preferred
  • Bachelor's degree in Computer Science, Business Information Systems, or related field with 5 to 7 years related experience preferred
  • Working knowledge of software related to the Financial industry preferred
  • Microsoft certification preferred
  • PowerShell scripting preferred
  • Experience with advanced troubleshooting & root cause analysis tools such as the sysinternals suite, stratosphere, etc preferred

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for remote work up to three days a week.

City:

State:

Community / Marketing Title: Senior Infrastructure Operations Analyst

Company Profile:

Location_formattedLocationLong: District Of Columbia, US

CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion:We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.Benefits: We invest in our people through a wide range of programs and benefits, including: • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions• Flexible and remote work opportunities• Health care benefits (medical, dental, vision)• Tuition assistance• Wellness programs (fitness reimbursement, Employee Assistance Program)Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates' well-being and addressing the needs of our clients, business, and communities is unwavering.T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.