Position Summary The IS Support Technician provides second level support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for supported technologies; ensuring service levels are met or exceeded. Reporting Structure: The IS Support Technician will report to the Desktop, Applications and Mobile Support Manager. Principal Duties and ResponsibilitiesApply This Job
Provide 2nd level support for all Firm related mobile and desktop hardware and software. Track all incidents and service requests in Help Desk ITSM system. Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken. Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer. Use of the tools and knowledge available to effectively troubleshoot and resolve issues. Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams. Adhere to all Firm defined operation level agreements, procedures and policies. Contribute to Help Desk ITSM Knowledgebase. Facilitate project related tasks to completion. This role will be part of the team responsible for quality control related testing of desktop and mobile environments. Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, useable high quality product is delivered to the end user. Document and report testing results in accordance with the Department procedures. Develop and maintain expert knowledge in the Firm supported end user applications and hardware. Develop and maintain superior customer service and incident management skills. Assume additional responsibilities as requested.