Service Desk Support Technician

3 months ago

Chicago, United States Performance Trust Full time

Performance Trust Capital Partners is seeking a Service Desk Support Technician to join our Technology Services team. This is a hands on role responsible for supporting our firm's technology needs while working with talented system administrators, developers, and technology professionals in a highly leveraged data and analytics driven environment. The candidate must have strong customer service and communication skills as well as prior technical troubleshooting experience. This is an opportunity for a Service Desk Support Technician to gain strong experience in a fast paced environment and have long-term career growth opportunities.

The Service Desk Technician is responsible for providing first contact support of incoming request to the service desk via telephone, web portal, email and chat to ensure courteous, timely and effective resolution of end-user issues. In addition, this individual will:

  • Deploy pre-packaged software using distribution tools and processes as requested by end users
  • Build rapport and elicit problem details from service desk customers
  • Ensure timely response to all request for service during and after hours, documenting each in the service desk ticketing tool
  • Escalate incidents with accurate documentation to suitable technician
  • Record, track and document the service desk incident solving process
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Identify and learn appropriate software and hardware used and support by the organization
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals or other fixes as determined
  • Install antivirus software and ensure virus definitions are up to date
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Align and prioritizes work based on key performance indicators (KPIs) against SLAs for the service desk team.
  • Help to identify deprecated service and opportunities for improvement
  • Collaborate with Cyber Security and Infrastructure teams to ensure that security, administration, and support is appropriate and prioritized
Requirements
  • Bachelor's degree, preferably in a quantitative, technical-related discipline, or equivalent work experience in areas of service desk support and leadership
  • 1+ years of service desk support
  • Experience and knowledge in service desk ticketing systems, PC life cycle support, Microsoft Office, Microsoft Operating systems, asset management, hardware and software support
  • Familiar with networking technologies, server support, active directory, and Microsoft Exchange
  • Organized and driven to bring order and direction to fluid environments
  • Structured problem solving skills; experience using systematic and fact-based processes to determine root cause and improve operations and support for mission critical services
  • Oriented toward optimization and efficiency in process
  • Experience working within governing controls such as Change Management, Incident Management and Continuity Management
  • Demonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets and levels of experience
  • Highly developed communications skills to clearly articulate the business and technical requirements required for service delivery
  • Effectively conveys a sense of urgency and bias for action

The Company

Headquartered in Chicago, Performance Trust Capital Partners is an institutional fixed income broker/dealer and investment advisory firm, specializing in highly analytical, performance driven strategies. Our core clients include community and middle-market banks, credit unions, and insurance companies. Our unique and customized approach to strategic advisory, mergers and acquisitions, and balance sheet solutions provides financial institutions the confidence to manage the full lifecycle of their institution, earn their independence, and expand strategic alternatives through enhanced financial performance and good regulatory standing.

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