Enterprise Service Desk Specialist

1 month ago


Chicago, Illinois, United States Interactive Brokers Full time
About Interactive Brokers

We are a global technology leader in the financial services industry, with a strong presence in over 15 countries. Our company has been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.

Job Summary

We are seeking a highly motivated and detail-oriented Service Desk Analyst to join our Enterprise Service Desk team. As a key member of our team, you will be responsible for providing exceptional technical support to our employees, helping to resolve their IT issues in a timely and effective manner.

Key Responsibilities
  • Provide first-line technical support to employees, including troubleshooting and resolving issues related to Linux, Mac, and Windows desktop hardware and software, VPN/Remote Access, and third-party and in-house software.
  • Capture, validate, log, categorize, and prioritize service requests and issues.
  • Perform initial triage and provide solutions within the agreed SLA.
  • Escalate complex issues promptly to the next level of support.
  • Effectively communicate status updates and monitor issues to closure.
  • Contribute to knowledge base articles to share knowledge.
  • Develop and improve problem-solving troubleshooting workflows for issues and incidents.
Requirements
  • Willingness to work shifts and weekends.
  • Technology enthusiast.
  • Good communication and problem-solving skills.
  • A keen desire to explore and learn new concepts, systems, and technologies.
Preferred Qualifications
  • Bachelor's Degree, preferably in a technical field such as Computer Science, Engineering, or equivalent.
  • CompTIA A+ certification.
  • Experience with Jira, Confluence, and Service Now.
What We Offer
  • Competitive salary, annual performance-based bonus, and stock grant.
  • Retirement plan 401(k) with competitive company match.
  • Excellent health and wellness benefits, including medical, dental, and vision benefits.
  • Wellness screenings and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP).
  • Paid time off and a generous parental leave policy.
  • Daily company lunch allowance provided and a fully stocked kitchen with healthy options for breakfast and snack.
  • Corporate events, including team outings, dinners, volunteer activities, and company sports teams.
  • Education reimbursement and learning opportunities.
  • Modern offices with multi-monitor setups.


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