Senior IT Support Specialist

2 weeks ago


Earth City, Missouri, United States Stifel Full time
Overview

The Senior IT Support Specialist serves as the primary point of contact for initial response, assessment, and Level 1 troubleshooting within IT Operations and Service Management. This role involves technical diagnostics and identifying root causes, ensuring comprehensive logging of incidents, including the troubleshooting measures undertaken. When issues exceed the technician's expertise, the responsibility includes effective escalation to the relevant technical teams for Level 2 resolution.

Key Responsibilities
  • Act as the First Responder to alerts triggered by monitored applications, hardware, services, procedures, jobs, and file transmissions that indicate a need for immediate attention and resolution.
  • Function as a technical escalation point within the IT Service Desk, addressing incidents and requests from various reporting channels.
  • Thoroughly document all incidents received, detailing troubleshooting actions and resolutions, while contributing technical knowledge for end users and the IT Operations Desk.
  • Coordinate major incident conference calls, accurately logging participants, timelines, and troubleshooting efforts. Under management guidance, escalate and communicate with IT and business stakeholders, as well as third-party vendors.
  • Serve as an internal escalation resource for Tier I/II Operations Technicians.
Qualifications
  • Proficient in Helpdesk and customer relationship management ticketing systems.
  • Experienced with office productivity, reporting, and technical documentation tools.
  • Familiarity with Scheduled Tasks and enterprise job scheduling systems.
  • Strong understanding of end-user technology and troubleshooting capabilities.
  • Intermediate knowledge of web-based and distributed systems n-tier technologies.
  • Expertise in utilizing IT monitoring and event management solutions.
  • Experience with Cisco networking devices.
  • Background in Cloud-based operations.
Education and Experience
  • Associate's Degree or equivalent college coursework; or comparable work experience required.
  • Minimum of 4 years' experience in the financial services sector or a related field.
  • Prior experience with enterprise tools such as Office Suite, SolarWinds, Moogsoft, and Cherwell is preferred.
About Stifel

Stifel has been a forward-thinking firm for over 130 years, embodying the spirit of innovation and fresh ideas. As a global wealth management and investment banking institution, we prioritize safeguarding our clients' assets, a principle rooted in our founder Herman Stifel's philosophy. Our success is deeply connected to our mission of assisting families, businesses, and municipalities in achieving their goals.

With headquarters in St. Louis and a presence in numerous cities worldwide, Stifel employs approximately 9,000 professionals across various roles, including financial advisors, research analysts, project managers, marketing specialists, developers, bankers, and operations associates. We foster an entrepreneurial environment and offer a comprehensive benefits package, including health, dental, and vision coverage, 401k plans, wellness initiatives, life insurance, and paid time off.

Stifel is committed to being an Equal Opportunity Employer.

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