End User Support IT Specialist

We are seeking a dedicated and knowledgeable End User Support IT Specialist to join our team. As an End User Support IT Specialist, you will provide on-site and remote technical support for internal end-user software, hardware, and connectivity. We are looking for a driven, self-directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users. The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top-tier customer service to our end users.Scope: Applies company policies and procedures to resolve a variety of issuesWorks on problems of moderate scopeReceives general instructions on routine work and detailed instructions on new projectsYour Roles and Responsibilities:Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobilityFulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this positionRequired Qualifications/Skills:Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience5+ years of relevant technical support experience in a medium to large, complex, and fast-moving enterprise environment.Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom).Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.Builds productive internal and external working relationshipsExercises judgment within defined procedures and practices to determine appropriate actionAbility to work independently with minimal supervisionExcellent coordination skills and a team playerAbility to identify issues and escalate as neededExcellent written and oral communication skillsStrong interpersonal and customer service skillsAbility to resolve technical issues under pressurePreferred Qualifications: Experience working in the financial services industryPhysical Demand & Work Environment:Must have the ability to perform office-related tasks which may include prolonged sitting or standingMust have the ability to move from place to place within an office environmentMust be able to use a computerMust have the ability to communicate effectivelySome positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingersAbility to lift and carry 50 pounds or more of equipment safely, multiple times per day.