IT Support Specialist

Technical projects business unit support specialist The Business Unit Support Specialist (BUSS) oversees all aspects of IT specific projects impacting the End User desktop production environment in the NY Campus and the North American ODCs.

The ideal candidate should have previous experience of working in an IT desktop support role and an interest in working for project based technical resolution initiatives. Superior client facing and relationship building skills should be coupled with an extensive IT knowledge and the ability to work proactively to ensure a consistently high level of project delivery and daily support escalations when required.

The position requires strong communication, organizational and technical skills coupled with an aptitude for learning quickly and the ability to work well in a team.

To be successful, the candidate must be able to maintain a healthy balance between high productivity and high output quality to meet the needs of an extremely demanding and challenging environment.

Key Activities and Responsibilities:

Serve as a liaison between key Business stakeholders, regional IT Service Management and our company IT groups to manage and communicate any technology projects that will impact the production environment.

Coordinate and manage project based initiatives that are high impacting or high risk technologically.

Act as an escalation point regarding impact/risk related to implementation.

Become a subject matter expert in all technology (hardware/software) that is used by the business and act as an IT escalation point for junior members of the team, especially consultants.

Understand the overall business flow, supported application systems and its interface with clients while understanding the sensitivity with PII and sensitive information.

Maintain / Update support documentation and team websites.

Engage with external 3rd party vendors for onboarding new applications/software into the Firm through the Firm approved onboarding process.

Establish and manage ongoing relationships with external 3rd party vendors to upkeep the products and services they provide to the Firm.

Manage the 3rd party vendor application onboarding process and 3rd party application ownership and maintenance responsibilities that are owned by the WSS Service Manager.

Update application versions and manage deployment schedules.

Send out e-mail communications to keep affected users aware of upcoming changes affecting their computing workspace.

Perform troubleshooting support for hardware, software, Windows Operating System, generic/internal applications and Business unit specific applications.

Perform backup responsibilities to team members while they are out of the office.

Host/participate an ongoing global initiative update calls to keep all global and regional WSS counterparts aware of ongoing and upcoming project initiatives happening in the BU.

Call monitoring via ServiceNow and work on escalation/ownership of persistent technical issues.

Serve as liaison to other groups within IT through established operating procedures.

Work very closely with the WSS colleagues in regional and global branches.

Coordinate testing of new application or upgrades with global WSS counterparts and BU users.

Manage software installations, versions available for users to download via self-service and upgrades.

Perform maintenance of hardware inventory and supplies.

Maintenance of desktop environmental health and consider automation wherever possible.

Take initiative to stay current on technology and participate in training programs.

Skills Required:

5+ years of experience in IT support, preferably in the end user support environment within the Financial Services industry.

Bachelor degree in a related field.

Very organized 

able to provide and demonstrate ownership of strategic project based technical initiatives to completion.

Self-motivator who can successfully operate individually, own issues/requests/projects to completion and function as a member of a team.

Strong interpersonal and relationship building skills.

Strong listening and presentation skills.

Solid understanding of Windows at a desktop and application level.

Strong client and service focus.

Excellent verbal and written communication skills.

Strong personal, organizational and problem solving skills.

Strong team building skills.

Ability to learn quickly and navigate complex processes and internal systems.

Technical Experience:#Windows 10 OS

Microsoft Office -(including Outlook, Excel, Project & SharePoint)

PC Hardware, Laptop & Mobile devices (Apple, Android)

Experience with Remote Access (including SecurID), Virtualization, Citrix & VPN)

Market Data - (including Bloomberg, Thomson Reuters, CapIQ)

Basic knowledge of various technologies including but not limited to Networking,

Exchange, Security (firewalls, content filtering, etc.), Netapp filers, DFS & File Storage.

Nice to have

Jive

Powershell scripting experience preferred

Familiarity of Agile/Kanban principles and working methodologies.

Familiarity with financial services organization