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New York, New York, United States
Hybrid
Summary/Function:
Use knowledge and skills obtained through education and job experience to continuously support users from multiple business groups within DA Davidson. The position will adhere to ITIL principals and be responsible for the resolution and/or escalation of various hardware and software issues, both in-person and remotely.
Qualifications:
• Working knowledge of the Service Desk system, phone system, supporting business applications, workflows and processes
• Proficient knowledge of basic computer hardware
• Bachelor’s degree in field of specialty or equivalent IT Support experience
• Proficient computer skills and knowledge of software packages and their applications to include Microsoft Office and Microsoft operating systems
• Excellent communication skills, both oral and written; ability to communicate technical directions, both in person and over the phone to people with a wide variety of technical expertise
• Excellent customer service skills; ability to work successfully with a variety of personalities and various management levels
• Familiar with department policies, processes and procedures
• Consistently treat others with respect and maintain professional attitude and behavior
• Ability to work a variety of shifts
• Ability to safely lift and carry as much as 35 pounds
• Experience working in a team-oriented, collaborative environment
• Highly self-motivated and self-directed
• Organized and detail oriented
• Ability to work in a fast paced environment
• Ability to triage and identify when escalation is necessary
• Problem solving skills and critical thinking
• Maintain or ability to obtain ITIL foundation certification within 1 year of start date
• Commitment to maintain client confidentiality and data security
• Communicate in a clear and service-oriented manner; use appropriate, professional language and grammar to effectively exchange ideas and information
• Ability to proactively work with both external and internal clients; relate with others in a professional manner to accomplish work responsibilities and objectives
• Ability to maintain regular, predictable attendance
Duties:
• Respond, resolve, and escalate incidents or requests, both in person and over the phone, in a timely manner.
• Attain performance goals set by management for resolving incidents
• Be logged into the support queue; provide escalation support and satisfactory customer service
• Troubleshoot and assist D.A. Davidson Companies’ employees with using their computer and computer peripherals, applications and security credentials
• Evaluate workload and capacity of computers and computer system to determine feasibility of expanding or enhancing capabilities or performance; recommend improvements to IT management
• Assist in the support of business applications to include but not limited to: patching, testing, software licensing tracking, installing, upgrading, receiving application training, attending internal and external meetings, providing end user training, monitoring application performance, working with vendor support and sales, budgeting and creating documentation to end users and IT staff
• Assist in the support of computer life-cycle and office technology to include but not limited to: patching, imaging, deploying, transferring user profiles, evaluating, securing, receiving training on computer O/S and hardware, maintain inventory, manage printer support agreements, work with vendor support and sales, provide documentation to end users and IT staff and help resolve incidents with computer related to the O/S, core applications or hardware that has been escalated from the Service Desk
• Work with management to improve personal technical proficiency, support and customer service skills; identify and complete technical training and certifications; develop other work or career goals where progress can be tracked and discussed
• Learn and adhere to all D. A. Davidson Companies’ policies and procedures; attend scheduled meetings or training sessions around existing or new policies and/or procedures; recommend changed to IT procedures to improve productivity and/or reduce costs
• Adhere to and educate users of our defined cybersecurity best practices, which include credential management, phishing and malicious vigilance, and physical security measures.
• Manage time to adhere to SLAs while maintaining service excellence
• Use ITSM tools and ticketing systems for tracking and contributing to a shared knowledge base
• Utilize ITIL best practices
• Use and improve upon existing tools, services, and procedures
• Other duties as assigned
What we offer:
Competitive salary plus excellent benefits and perks including, but not limited to:
• Medical, Dental and Vision
• Company 401(k)and ESOP contribution
• Generous sick, vacation, and maternity/parental leave
• Paid holidays
• Professional Development Opportunities
• Tuition Reimbursement ($15,000 lifetime cap)
• Discounted personal insurance including home, auto and recreational vehicles
• Charitable gift-matching program
• Davidson Day of Giving – Our tradition of positively impacting communities in which we live and work.
The potential base pay hiring range for this role is $27.00 - $34.00 per hour. The compensation offered will be determined on a case-by-case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate.
D.A. Davidson has been in business for over 90 years! As an employee-owned company, our success is driven by our high standards of business ethics, integrity, and the belief that our Associates are our most important assets. We hope you will consider joining us!