Technical Support Specialist

1 week ago

Birmingham, Alabama, United States StoneX Group Full time
Position Overview

As a pivotal member of our global team, you will be instrumental in delivering support for desktop and laptop systems across the globe. Your role will involve diagnosing and resolving technical issues, aiding in hardware and software installations, collaborating with project teams, and ensuring optimal desktop configurations. You will also focus on incident resolution, maintain effective communication with various teams, and contribute to ongoing improvement initiatives.

Key Responsibilities

Role Purpose: You will be responsible for:
  • Utilizing troubleshooting and analytical skills to assist users with challenges related to desktop hardware and applications.
  • Executing hardware and software installations, along with managing desk relocations and modifications as necessary.
  • Collaborating with project teams to participate in testing related to desktop dependencies.
  • Working closely with IT and business teams to swiftly address desktop issues, set up and maintain desktop configurations, and optimize performance.
  • Ensuring desktops are updated with the latest patches and software updates.
  • Managing incident resolutions assigned through the Incident Management System by monitoring the ticketing queue to prioritize and ensure timely resolution of issues.
  • Engaging directly with partner teams to clarify application purposes, hardware/application dependencies, support standards, testing strategies, response requirements, and escalation protocols.
  • Adhering to best practices for desktop support with a commitment to continuous improvement.
  • Collaborating with IT leadership to enhance customer satisfaction.
  • Being open to additional responsibilities as needed.
Qualifications

Essential Skills:
  • Proficiency in Windows Desktop Administration (Win10/11).
  • Strong customer service orientation and execution skills.
  • Professional demeanor in actions, behavior, and appearance.
  • Ability to maintain composure under pressure.
  • Collaboration with other IT teams for comprehensive incident management.
  • Assessment of critical systems, prioritization of workflows, and determination of solutions.
  • Excellent verbal and written communication skills for interaction with a diverse group of technical and non-technical individuals.
  • Ability to maintain effective working relationships with supervisors and colleagues.
  • Flexibility to work varied hours, including weekends and evenings when necessary.
  • Strong work ethic with a focus on attention to detail.
  • Effective time management and prioritization skills in a dynamic environment.
  • Physical capability to lift, squat, bend, and twist while installing desktop equipment up to 22KG / 50 lb.
  • Understanding and application of relevant laws, regulations, and policies.
  • Ability to read and comprehend technical manuals.
  • Capacity to work for extended periods at a keyboard or terminal.
Preferred Qualifications:
  • Familiarity with O365 Product Suite.
  • Experience with Microsoft SCCM.
  • General knowledge of infrastructure security, including Windows, Unix/Linux, desktop, and mobile environments.
  • Minimum of 2 years of relevant experience in Desktop Support.
  • Experience in the Financial Services sector is advantageous.
  • Knowledge of Virtual Desktop Administration.
  • Experience with remote support tools (e.g., LogMeIn).
Education/Certification:
  • High School Diploma.
  • Associate's Degree or higher is preferred.
  • Education to A-Level Standard, Degree or higher is preferred.
  • Relevant certifications such as A+, Network+, HP, Dell, Microsoft, and others as required.
Work Style:
  • Full-time onsite.

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