Technical Support, Associate

About the Role

The team provides 24x7 support to C-level executives and their executive assistants.

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, chrome books, 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.

Experience With

• Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and 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.

Location & Compensation

For New York, NY Only:

• Salary range: USD $110,000.00 - USD $140,000.00
• Eligible for an annual discretionary bonus.
• Benefits including healthcare, leave benefits, and retirement benefits.
• Pay-for-performance compensation philosophy; total compensation may vary based on role, location, and firm, department and individual performance.

Benefits

• Strong retirement plan
• Tuition reimbursement
• Comprehensive healthcare
• Support for working parents
• Flexible Time Off (FTO)

Work Model

Hybrid work model:

• At least 4 days in the office per week.
• 1 day per week flexibility to work from home.
• Some business groups may require more time in the office due to their roles and responsibilities.