Technical Support, Associate

About This Role

The team provides 24x7 support to C-level executives and their executive assistants, handling tasks such as installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software. Support is provided in person, by phone, or email, and includes phone/remote support, desk-side support, break/fix, move/add/change, AV support, and more. Other tasks include user outreach, asset tracking, and vendor coordination.

Key Responsibilities

• Respond to user inquiries, email, or phone-generated support calls.
• Escalate high-impact problems while maintaining responsibility.
• Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
• Support BlackRock Dell PCs, laptops, chromebooks, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment.
• Understand and support in-house applications.
• Provide tech solutions and guidance to users at all levels.
• Build and install hardware in accordance with the lifecycle program.
• Manage inventory and assets.
• Assist with any other IT support elements when required.
• Assist with project delivery tasks as needed.
• Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service.
• Participate in disaster recovery planning and testing.
• Write technical support documentation and share knowledge with the team.
• Occasional travel may be required, including travel support and high-risk travel.
• Must be comfortable with being on call and providing weekend support.
• Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams.
• Experience with aircraft and aviation hangar support is a plus.

Requirements & Tech Stack

• Active Directory
• Mobile Device Management
• SCCM
• macOS
• Office 365
• Windows 10/11
• Jabber
• Cisco AnyConnect
• Citrix Gateway
• VPN
• Dell/Mac/Apple hardware
• Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector.
• Event support and sophisticated home networks.
• Proactive support, including tools such as Splunk and Control Up.
• Supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through the use of password managers.
• Satellite communications, Star Link, and burner devices.

Qualifications

• Support a wide range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks.