Global Technology Support Analyst

3 weeks ago

San Francisco, California, United States CPP Investments Full time
Job Overview

CPP Investments is seeking a full-time IT Solutions Specialist, Global Techbar within the Digital Transformation division. This role is pivotal in delivering hands-on technical assistance, addressing a variety of issues to ensure consistent and high-quality service across the organization. The focus is also on cultivating, sustaining, and enhancing relationships with users to better understand their needs and effectively respond to both team and departmental requirements.

As a global investment entity, CPP Investments engages in a diverse array of assets across multiple developed and emerging markets. Our mission is to establish a premier IT Services Team that supports our investment professionals in all corporate locations. We aim to enhance the productivity of our colleagues by providing top-tier computing devices, applications, systems, and services.

Key Responsibilities
  • Manage and resolve employee technology issues from initiation to completion.
  • Oversee tasks and resources related to projects and service support requests.
  • Produce clear and concise support documentation, pinpointing inefficiencies and suggesting improvements.
  • Critical Thinking: Recognize risks and challenges, proposing solutions for complex scenarios.
  • Creativity: Offer innovative ideas and suggestions in a clear manner.
  • Relationship Building: Establish networks within and across business areas to achieve results collaboratively.
  • Regularly update on the status of projects and activities as assigned.
  • Effectively communicate, manage, and escalate issues as necessary.
  • Provide end-user training (both virtual and in-person) to ensure IT processes and expectations are clearly communicated.
  • Handle user account creation, modifications, and terminations across various systems.
  • Build, test, deploy, and recover desktops and laptops, as well as manage the ordering of IT equipment and peripherals.
  • Log service requests, incidents, problems, improvements, and feedback.
  • Maintain organization to fulfill commitments while prioritizing multiple projects and tasks in a dynamic environment.
  • Demonstrate strong on-site troubleshooting skills to resolve issues swiftly.
  • Enhance productivity by addressing barriers in daily technology usage.
  • Contribute to the techbar service brand by proposing enhancements to the physical space or interaction methods with team members.
  • Pursue operational excellence in all activities.
Qualifications

We welcome candidates who possess the following:

  • Post-secondary education in Computer Science or Information Technology.
  • A minimum of 5 years of experience in IT support within a corporate setting, preferably in the finance sector.
  • Strong customer service orientation and interpersonal skills.
  • Confidence in interfacing with executive and internal stakeholders.
  • Independent problem-solving and decision-making capabilities.
  • Ability to work autonomously as well as collaboratively in a global team.
  • Proficiency in all Windows operating systems and hardware.
  • Solid understanding of the Office 365 suite and Windows 10 environment.
  • Advanced troubleshooting skills for various technical service requests involving personal computers, networks, smartphones/tablets, AV systems, and enterprise applications.
  • Ability to foster positive working relationships with team members globally.
  • A high degree of empathy and commitment to guiding users toward successful adoption of IT-supported programs.
  • Ability to simplify technical concepts for better understanding.
  • Willingness to travel as required.
  • A personal interest in technology and a drive to learn new advancements.
  • Alignment with CPP Investments' guiding principles and IT values.
  • A commitment to making a positive impact within the CPP Investments community.
  • A friendly approach to collaborating with staff to develop solutions for end users.
  • A passion for customer service and a desire to exceed expectations.
Additional Information

At CPP Investments, we are dedicated to diversity and equitable access to employment opportunities based on ability. We appreciate all applicants for their interest, but only those selected for further consideration will be contacted.

Our Commitment to Inclusion and Diversity:

We are committed to building a workforce that reflects diverse talent and fostering an inclusive experience. If you require accommodations during the recruitment process, please inform us, and we will work to meet your needs.

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