Technical Support Specialist

2 weeks ago

Stamford, Connecticut, United States MaestroFS Full time

MaestroFS is a premier financial services organization that caters to the intricate requirements of affluent individuals, families, and their enterprises. We provide a comprehensive suite of everyday financial solutions tailored to the families and engagements we support. Our commitment to excellence has established us as a leading independent multi-family office in North America. At MaestroFS, we prioritize the development of a center of excellence, backed by a trusted, innovative, and expert team dedicated to serving our families and engagements. We seek individuals who are driven, inquisitive, collaborative, and passionate about delivering top-tier services within a culture of teamwork. Below are the day-to-day responsibilities of our IT Support Associate role.

Job Overview

The IT Support Associate plays a vital role as the first point of contact for incoming requests directed to the internal service desk. This position is accountable for ensuring a courteous, prompt, and effective resolution of end-user issues. The IT Support Associate undertakes a variety of tasks, including troubleshooting, problem-solving, hardware and software assistance, user account management, and more. This role is essential in sustaining a seamless IT environment for staff, promoting efficient communication, and providing technical solutions to non-technical users.

Key Responsibilities:

  • Serve as the initial support contact for incoming requests to the internal service desk, ensuring courteous, timely, and effective resolution of end-user issues.
  • Facilitate problem resolution, reassigning or escalating advanced inquiries to the appropriate technician or staff.
  • Prioritize incidents and service requests according to established processes to meet defined service level agreements (SLAs).
  • Utilize remote tools and diagnostic utilities to assist in resolving support requests for remote staff.
  • Perform hands-on repairs at the desktop level when remote tools are unsuitable, including hardware repairs and delivery of peripherals.
  • Install and configure hardware and software components across various infrastructure devices.
  • Establish and maintain user accounts, permissions, and support in cloud applications.
  • Support and maintain Windows operating systems and applications.
  • Set up and troubleshoot mobile devices in accordance with company policies.
  • Comfortable working in a hybrid cloud and on-premises environment.
  • Identify and propose potential improvements to procedures.
  • Perform other related duties as assigned.
  • Availability for occasional nights and weekends may be required during peak periods.
Qualifications:
  • 1-3 years of relevant work experience.
  • Minimum of an Associate degree in a related field.
  • Proficient in Microsoft Office Suite, including Microsoft Teams, SharePoint, and Outlook.
  • Able to articulate technical issues and provide solutions to individuals without technical training.
  • Familiarity with Windows 10 and Windows 11 operating systems.
  • Experience with mobile operating systems.
  • Basic understanding of networking concepts such as DNS and DHCP.
  • Preferred experience with Azure Active Directory.
  • Preferred experience in administering SharePoint, OneDrive, Teams, and various cloud applications.
  • Willingness to learn new skills.
  • Excellent verbal and written communication abilities.
  • Strong organizational skills with the capacity to prioritize tasks effectively.
Location:

This position will be based in a flexible work environment, allowing for a hybrid work model.

Reports to: IT Supervisor

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