What you'll do- Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience
- Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams
- Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes
- Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency
- Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution
- Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports
- Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resolution
- Own the incident lifecycle using the incident tracking system, perform root cause analyses, and implement corrective actions to prevent recurrence
- Provide rotational 24x7 on-call support and remain flexible for domestic and international travel to support critical deployments and escalations
- Perform routine system health checks, workstation builds, moves, adds, and changes, and coordinate hardware lifecycle activities to maintain operational readiness
What's required- Minimum 5 years of experience in client service, desktop support, or technical support role with demonstrated proficiency supporting PCs, laptops, video conferencing solutions, mobile devices, and voice systems
- Bachelor's degree in technology, computer science, or a related discipline from an accredited institution
- Demonstrated experience supporting investment professionals in the financial industry
- Knowledge of market data and electronic trading platforms such as Bloomberg and Neovest
- Experience scripting and automating operational tasks using tools such as PowerShell and Splunk
- Proven ability to troubleshoot and remediate complex issues across an enterprise, produce root cause analyses, and recommend risk mitigation actions
- Experience using an incident tracking system to document, track, and report incidents, problems, and service requests
- Availability to provide rotational 24x7 on-call support and flexibility for domestic and international travel
- Strong client service skills, self-direction within a global team, and an appetite for learning new technologies
- Commitment to the highest ethical standards
We take care of our peopleWe invest in our people, their careers, their health, and their well-being. When you work here, we provide:
- Fully-paid health care benefits
- Generous parental and family leave policies
- Mental and physical wellness programs
- Volunteer opportunities
- Non-profit matching gift program
- Support for employee-led affinity groups representing women, minorities and the LGBT+ community
- Tuition assistance
- A 401(k) savings program with an employer match and more
The annual base salary range for this role is $110,000-$170,000 (USD) , which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.
