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Desktop Support Analyst, Senior

Position Summary/Overview:

The Executive Technology Support Administrator is responsible for proactively and reactively handling the technology needs and requirements for Traders, Research Analysts, Partners, and Executive team members and their Executive Assistants.

This position mandates a high level of interaction and engagement with senior executives working in a fast-paced, dynamic, and business critical Hedge Fund environment. The role requires 24/7 on call support coverage and is responsible for all technology support; including but not limited to installation, configuration, and troubleshooting of a wide range of technologies including desktops, laptops, and mobile devices for these individuals.

Job Requirements:

Service Excellence

  • Accountability for ensuring all technology issues are resolved in a timely manner
  • Works closely with all administrative support personnel
  • End-to-end responsibility for communicating clear, concise and timely updates
  • Coordinate, set up, and support technologies used in meetings including presentations, audio, and video conferences

Customer Support

  • High level of focus on end-user with attention to priority issues
  • Ensure maximum satisfaction for end-users
  • Possible travel to other offices and executive residences

Business Partnership

  • Maintains strong communication when approaching issues with an ability to assess quickly, facilitate resolution with the appropriate parties, and respond with a sense of urgency
  • Use active listening to understand customer needs and recommend the appropriate solutions
  • Become proficient in supporting trading and investment research technologies

Vendor Partnership

  • All requests and work must be entered into vendor Ticketing System for applicable reporting, alerting, and escalation, when necessary
  • Leverage managed services vendor resources for simple tasks, and software (e.g. Microsoft) and hardware (e.g. Lenovo) vendors to accelerate problem resolution

Knowledge Sharing

  • Ensure documentation is captured appropriately and is easily accessible to the team members

Education & Experience:

  • Strong service delivery focus and customer management skills
  • Proficient in Windows 10, Office 365, iOS, and mobile technologies
  • Minimum 3+ years in a similar fast-paced and dynamic environment
  • Ability to work independently without oversight, and manage competing priorities
  • Action and closure oriented; results driven, ability to define and implement solutions
  • Excellent skills and abilities in: organization, planning, multi-tasking, flexibility
  • A high level of professionalism and business acumen
  • Good written and verbal communication skills
  • Ability to actively participate as part of a team

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