IT Support Specialist

3 days ago

San Francisco, California, United States CPP Investments Full time
About the Role

CPP Investments is seeking a highly skilled IT Support Specialist to join our team as a Global IT Analyst. This is a full-time position that requires hands-on technical support, addressing all problems to ensure delivery of consistent, quality customer service across the organization.

Key Responsibilities
  • Owning and managing employee technology problems/tickets from start to finish.
  • Managing tasks and resources relating to projects and service support tickets
  • Delivering clear and concise support documentation, identifying areas of inefficiency, and recommending changes
  • Critical Thinking: Identifying risk and problems and recommending solutions into complex situations.
  • Creativity: Providing ideas and suggestions clearly and concisely
  • Building Relationships: Building networks with people in your and other business areas and work together to deliver results.
  • Regularly reporting the ongoing status of projects and activities as assigned
  • Effectively communicating, managing, and escalating of issues
  • Providing End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met.
  • Processing of user account creation / modifications & terminations for various systems
  • Building, testing, deploying, and recovering of desktops and laptops and ordering of IT equipment and peripherals
  • Log service requests, incidents, problems, improvements, and feedback
  • Highly organized to deliver on commitments with an ability to prioritize multiple projects and tasks in a fast-paced environment.
  • Capable of handling a challenging, real-time environment with strong and quick on-site troubleshooting capabilities, able to problem solve and leverage skills to ensure swift resolution to problems.
  • Increasing productivity by removing barriers/issues in the day-to-day technology that our clients use
  • Contributing to the techbar service brand by suggesting ideas to improve the physical space for the techbar or how the techbar interacts with CPP Investments team members.
  • Striving for operational excellence
Qualifications
  • Post-secondary education in Computer science / Information Technology.
  • Minimum 5 years of experience providing IT support in a corporate environment (preferably within finance sector).
  • Customer service orientation and interpersonal skills.
  • Ability to interface confidently with executive and internal customers.
  • Strong independent problem solving and decision-making abilities.
  • Ability to work individually as well as contribute in a global team environment.
  • Proficient with all Windows operating system software and hardware.
  • Strong Working Knowledge of Office 365 suite and Windows 10 environment.
  • Advanced troubleshooting for all types of technical service requests and issues involving personal computers, network, smartphones / tablets, AV systems, enterprise applications / systems.
  • Form positive working relationship with CPP Investments' team members across the globe.
  • A high degree of empathy and a willingness to bring all CPP Investments' users toward successful adoption of IT supported programs.
  • A person who can translate technical concepts and terms into everyday language and something simple for people to understand.
  • Flexible to travel between New York city and San Francisco when required.
  • Have personal interest in technology driving to learn new technologies.
  • Personal behaviours are aligned to the CPP Investments' guiding principles and IT principles.
  • Driven to make a positive difference within the CPP Investments' community.
  • Approaches CPP Investments' staff in a friendly manner to build solutions for end users.
  • Has a passion for customer service and wants to exceed expectations.

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