Technical Analyst
The IT Help Desk is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Technical support for Trading and Market Data Systems in a fast-paced, high-pressure environment. Problem resolution will involve diagnosis and ticket tracking, including on-site help at the desktop level.
In addition, the position will require the following:
Essential Duties and Responsibilities
- Serve as first point of contact for customers seeking technical assistance over the phone oremail.
- Record events, problems and their resolution in the Ticketing system
- Set up and maintenance of PCs, laptops and software for clients.
- Respond to queries either in person or over the phone within SLA.
- Respond to email messages for customers seeking help with SLA.
- Perform remote troubleshooting.
- Walk customer through problem solving process.
- Run diagnostics to resolve problems.
- Resolve technical problems with LAN, Wi-Fi and other systems.
- Follow up with customers to ensure issue has been resolved.
- Run reports to determine malfunctions that continue to occur.
- Daily support and maintenance of proprietary and third party business applications.
- Participate in "on-call" support rotation for after-hours assistance.
- Generate technical documentation for both peers and users.
- Direct unresolved issues to the next level of support personnel.
- Define and escalate non-desktop issues to specialist teams.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Other related duties and tasks as assigned or required.
Education and Experience
- Must have community College diploma in Computer Science or related field
- Must have 3 to 5 years’ experience in technical support.
- Strong understanding of Windows 10.
- Experience with MAC system is an asset
- Thorough understanding of Microsoft Office Suites.
- Experience troubleshooting PCs, laptops, office printers, mobile devices and peripherals.
- Experience with Trading and Market Data Systems is an asset – Bloomberg, Thomson One, Fidessa
- Solid grasp of TCP/IP, Active Directory, Windows Domains and Networking fundamentals.
Technologies/ Knowledge
- Must have knowledge of Microsoft Operating System and Microsoft Office Suites
- Must have knowledge of information and computer technology
People Skills
- Must have excellent written, oral, and telephone communication skills
- Must be able to communicate in user-friendly language with a strong customer service mindset
- Customer service oriented with the ability to adapt and respond to different types of personalities
- High levels of accuracy and attention to detail on all assigned tasks and deadlines
- Ability to recognize when user’s problem need to be escalated to senior staff
- Must have exceptional multi-tasking abilities and prioritization skills
- Must be a team player, able to work under pressure