Deskside Support

The two office locations are:

• 201 Washington St, Boston MA 02108
• 888 Boylston St, Boston MA 02199

Primary responsibilities for this position include:

• Monitoring a problem tracking & ticketing application to help respond, track, update and resolve support requests in a timely manner.
• Provide support for network and server infrastructure, laptops, desktops, mobile devices, printers, phones, network-connected devices, and peripherals.
• Developing, maintaining, and continuously improving client and internal documentation.
• Provisioning, configuring, and tracking of IT assets (infrastructure, workstations, phones, peripherals, supplies, etc.);
• Coordinating with the other support teams as it pertains to escalations, problem-tracking, volumes, support assignments, and the overall harmonized management and support of all IT needs.
• Actively contributing to team by working collaboratively, identifying opportunities to improve user satisfaction, and contributing to ITS knowledge base.
• Supporting and enforcing firm-wide the policies and procedures of the IT program.
• Setting up and troubleshooting videoconferencing and other audio-visual tools used by employees.
• Assisting users with troubleshooting and routine maintenance of cloud- and software-based applications used in the rendering of financial advisory services, including coordinating with the third-party technology partners’ support teams when necessary (e.g., financial planning tool; portfolio management and trading tool; CRM); and
• Participating in other technology-focused initiatives of the company

Qualifications:

· Excellent customer service skills

· Ability to take direction, work independently and a willingness to escalate issues when necessary

· Notable attention to detail, self-initiated follow-through, and outstanding time management and organizational skills; and

· Ability to work in a fast-paced environment and to juggle multiple and competing tasks and demands

· An understanding of Windows Server and Desktop background with a broad range of technical knowledge and creative troubleshooting skills

· Diagnose and troubleshoot technical issues, including account setup and application issues

· Experience troubleshooting network connectivity and other data communications

· Experience configuring email/calendar and networking on mobile devices

· Understanding of computer security best practices for protecting user information and data

· Experience with Antivirus software and other security procedures

· Assisting with projects related to software and hardware efficiencies

· Actively contributes to team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to ITS knowledge base

Knowledge of the following:

• Desktop Operating Systems
• Exchange / Office365
• Remote Access
• Active Directory / Group Policies
• Cloud Hosting Concepts
• Routers, Switches & Wireless
• Virtual Private Networks
• Networking - TCP/IP routing & subnets
• Local and network printing
• DHCP / DNS
• Virus / Malware removal
• Backups
• Mobile Devices
• Hardware / Software upgrades