Performance Trust
Service Desk Support Technician
Performance Trust, Chicago, Illinois, United States, 60290
Performance Trust Capital Partners is seeking a Service Desk Support Technician to join our Technology Services team. This is a hands on role responsible for supporting our firm's technology needs while working with talented system administrators, developers, and technology professionals in a highly leveraged data and analytics driven environment. The candidate must have strong customer service and communication skills as well as prior technical troubleshooting experience. This is an opportunity for a Service Desk Support Technician to gain strong experience in a fast paced environment and have long-term career growth opportunities.
The Service Desk Technician is responsible for providing first contact support of incoming request to the service desk via telephone, web portal, email and chat to ensure courteous, timely and effective resolution of end-user issues. In addition, this individual will:
Deploy pre-packaged software using distribution tools and processes as requested by end usersBuild rapport and elicit problem details from service desk customersEnsure timely response to all request for service during and after hours, documenting each in the service desk ticketing toolEscalate incidents with accurate documentation to suitable technicianRecord, track and document the service desk incident solving processUse remote tools and diagnostic utilities to aid in troubleshootingIdentify and learn appropriate software and hardware used and support by the organizationPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals or other fixes as determinedInstall antivirus software and ensure virus definitions are up to datePerform preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsAlign and prioritizes work based on key performance indicators (KPIs) against SLAs for the service desk team.Help to identify deprecated service and opportunities for improvementCollaborate with Cyber Security and Infrastructure teams to ensure that security, administration, and support is appropriate and prioritizedRequirements
Bachelor's degree, preferably in a quantitative, technical-related discipline, or equivalent work experience in areas of service desk support and leadership1+ years of service desk supportExperience and knowledge in service desk ticketing systems, PC life cycle support, Microsoft Office, Microsoft Operating systems, asset management, hardware and software supportFamiliar with networking technologies, server support, active directory, and Microsoft ExchangeOrganized and driven to bring order and direction to fluid environmentsStructured problem solving skills; experience using systematic and fact-based processes to determine root cause and improve operations and support for mission critical servicesOriented toward optimization and efficiency in processExperience working within governing controls such as Change Management, Incident Management and Continuity ManagementDemonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets and levels of experienceHighly developed communications skills to clearly articulate the business and technical requirements required for service deliveryEffectively conveys a sense of urgency and bias for action
The Company
Headquartered in Chicago, Performance Trust Capital Partners is an institutional fixed income broker/dealer and investment advisory firm, specializing in highly analytical, performance driven strategies. Our core clients include community and middle-market banks, credit unions, and insurance companies. Our unique and customized approach to strategic advisory, mergers and acquisitions, and balance sheet solutions provides financial institutions the confidence to manage the full lifecycle of their institution, earn their independence, and expand strategic alternatives through enhanced financial performance and good regulatory standing.
The Service Desk Technician is responsible for providing first contact support of incoming request to the service desk via telephone, web portal, email and chat to ensure courteous, timely and effective resolution of end-user issues. In addition, this individual will:
Deploy pre-packaged software using distribution tools and processes as requested by end usersBuild rapport and elicit problem details from service desk customersEnsure timely response to all request for service during and after hours, documenting each in the service desk ticketing toolEscalate incidents with accurate documentation to suitable technicianRecord, track and document the service desk incident solving processUse remote tools and diagnostic utilities to aid in troubleshootingIdentify and learn appropriate software and hardware used and support by the organizationPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals or other fixes as determinedInstall antivirus software and ensure virus definitions are up to datePerform preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsAlign and prioritizes work based on key performance indicators (KPIs) against SLAs for the service desk team.Help to identify deprecated service and opportunities for improvementCollaborate with Cyber Security and Infrastructure teams to ensure that security, administration, and support is appropriate and prioritizedRequirements
Bachelor's degree, preferably in a quantitative, technical-related discipline, or equivalent work experience in areas of service desk support and leadership1+ years of service desk supportExperience and knowledge in service desk ticketing systems, PC life cycle support, Microsoft Office, Microsoft Operating systems, asset management, hardware and software supportFamiliar with networking technologies, server support, active directory, and Microsoft ExchangeOrganized and driven to bring order and direction to fluid environmentsStructured problem solving skills; experience using systematic and fact-based processes to determine root cause and improve operations and support for mission critical servicesOriented toward optimization and efficiency in processExperience working within governing controls such as Change Management, Incident Management and Continuity ManagementDemonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets and levels of experienceHighly developed communications skills to clearly articulate the business and technical requirements required for service deliveryEffectively conveys a sense of urgency and bias for action
The Company
Headquartered in Chicago, Performance Trust Capital Partners is an institutional fixed income broker/dealer and investment advisory firm, specializing in highly analytical, performance driven strategies. Our core clients include community and middle-market banks, credit unions, and insurance companies. Our unique and customized approach to strategic advisory, mergers and acquisitions, and balance sheet solutions provides financial institutions the confidence to manage the full lifecycle of their institution, earn their independence, and expand strategic alternatives through enhanced financial performance and good regulatory standing.