Position Title: End User Computing Specialist (Help Desk support)
Line of Business: Capital Markets
Duration: 06 months
Location: NYC, NY 10036
Possibility of Extension: Yes, most likely 6 months increments
Possibility of conversion to FTE: Yes, usually will review after 12 months of consulting

Job Description

• This candidate must be well versed in Desktop / Server Windows Operating System Configuration methods including Standalone Physical / Virtualized Environments, Image management, Support of LAN / WAN networks, Email Systems (Exchange, Office 365 Cloud, and Others), SCCM, Disaster Recovery methods, Business Continuity Planning, Market Data/ Business application Support, and Troubleshooting.
• The successful candidate should be able to analyze simple and complex Desktop/Server operating system issues and participate in troubleshooting in ALL End User problems scenarios , including but not limited to, Windows Active Directory, Group policies, End point devices (Desktops, Laptops, Thin Clients, Tablets, Mobile Devices, etc.), Investment / Trading applications, firewall issues, Domain namespace White/ blacklisting, printer issues, Client email delivery problems, virtualized system (VDI) errors, various compliance issues, and other problems.
• The successful candidate will also demonstrate excellent technical excellence, customer interaction and white glove service skills in all communications, whether client-facing or internally with Help Desk Engineering & Support peers.

Primary Responsibilities include:

• Installation, Troubleshooting and Support for Operating System windows 7/10 /11, MAC OS), MS Office 365 suite, One Drive, MS teams, and other Investment & Corporate Banking / Trading applications.
• Imaging/Re-imaging of corporate and BYOD end user systems (Laptops / Desktop/ Thin Client devices) utilizing SCCM platform based on Service Now approved tickets
• Provide excellent technical and troubleshooting support on Mobility devices such as: (Android/iOS/iPhone/iPads), Mobile Device & application Management to Client's Capital Markets executives and users.
• Provide MFD’s Support for the Imaging devices (print/scan/copy/fax) at the site.
• Internal Move / Add /Change support including large scale/bulk office moves/re-stacking activities, etc. (all moves).
• Well versed in providing White Glove VIP/ Concierge Services, Home / Remote support to ALL Client's CM (Capital Markets) end user community.
• Multi- Tasking attitude and capabilities is a must for this position.
• Provide IT orientation and training to ALL new CM employees on existing Desktop/ Laptops systems and software.
• Ability to coordinate CM End users’ issues with various Level 3 Server / Network support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide Smart Hands and Eyes Support - for servers, network and security devices in remote site locations, as per Client's policies and procedures and when requested by IT management.
• Provide accurate and timely logging of customer incidents/ services requests in Service Now to meet agreed upon service level agreements (SLA).
• Supporting ALL End User Device Lifecycle Management activities as per Client's Capital Markets policies and procedures.
• Participate in maintain appropriate IT equipment Inventory and sparing requirements.
• Maintain Asset Management tools that support automatic discovery (such as SCCM), facilitate effective device deployment, re-use of assets, and provide a common view of user’s information
• Provide “value added” end user consultation for short “how to questions”.
• Perform end-user related Audit / Compliance / Security controls such as: Access reviews, risk assessments, controls verifications, Asset Management facility inspections, maintenance of verification logs on need basis.
• Perform break-fix support for Laptop, desktop, tablets and associated hardware peripherals with 3rd party vendors for warranty repair/replacement.
• Provide On-call support if required outside business hours on a rotational basis
• Provide IT end user support for disaster recovery and emergency response activities in the event of emergency situations at local site
• Provide basic AV and conference room and meeting setup service during business hours and as requested.
• Follow standard ITIL best practices for Tickets. Service Requests and Change /records and device management.
• Ability to provide a first line support for business / market data applications such as: Bloomberg, FactSet, etc. and escalate to application teams for more complex issues.
• Ability to participate in supporting and answering calls on AWS connect & IPC voice support is important.

Technical Skills requirements:

• Candidate should have a 4 year degree in a related field
• 5 + years working knowledge of Microsoft Windows operating systems, Active Directory, group policies
• 5 + years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN troubleshooting network issues.
• 3-5 years of IT End User Trade Floor experience in a leading financial firm in high paced environment.
• Mobile Device Management Platform (Intune, AirWatch, Mobile Iron, etc.) experience is a plus.
• Experience supporting market data applications such as: Bloomberg, FactSet, Reuters, etc.
• Understanding to troubleshoot hardware related issues – Dell/ HP Desktops / Laptops, surface book or surface studios, Apple devices, non-apple devices.
• Working experience in a Managed Services Provider is a plus
• BS/BA in Computer Science, Information Technology, or an equivalent hands-on experience.
• Excellent Verbal and Writing Skills are a must.
• Must be able to confidently liaise with internal/external stakeholders of various seniority
• Must be comfortable in a fast paced environment, and able to pivot when necessary
• Must be able to adapt to new processes, and be open to adjusting or learning new skill sets.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 50.00/daily.