Help Desk Analyst

Role

Help Desk Analyst

Location

NYC (5 days onsite)

Duration

6 month C2H

Position Summary

The Field Services Engineer is responsible for delivering first class service, advice and technical support to clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes daily support incidents, desktop and light server troubleshooting, hardware/software installation, upgrades and relocations. The candidate will interface with high profile financial industry clients daily onsite in the clients environment and also through remote resources thus requiring the highest level of presentation, communication and professionalism.

Position Requirements

• College diploma or University degree in the field of Computer Science or equivalent field and/or related experience with 1-3 years of end user support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Willingness to learn
• Highly self-motivated and directed, in a fast-paced team environment
• Sharp attention to detail with proven analytical and problem-solving abilities.
• Effective time management in working on internal tasks as well as with external vendors
• Possible long-term singular client engagement

Technical Requirements

• Experience deploying home networks including Cable/DSL/Telecommunication modems, firewalls, and hardware and software VPN clients

Basic understanding of networking concepts

TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls

• Reinstalling and troubleshooting of operating systems and applications
• Microsoft Windows 7/8/10, Microsoft Office 2010-2019
• Android/iOS configuration, troubleshooting and potential integration with MDM solutions
• Basic experience with public cloud technologies with an emphasis on Office 365
• Familiar with cyber-security concepts (Multi-Factor Authentication, Anti-virus/Antimalware, Software Firewall, Web Filtering)
• Experience with hardware troubleshooting (desktop/laptop, printer, and mobile device)
• Ability to perform patching and maintenance of systems

Preferred Skills

• Financial industry experience (Hedge Funds Private Equity, FoF)
• Experience with Managed Service Providers
• Experience with Market Data vendors like Bloomberg, Reuters, and Factset
• Experience with Microsoft Server 2008R2-2016
• Basic knowledge of e-mail and spam troubleshooting
• Understanding of IaaS, VDI and backup technologies
• Experience with virtualization software such as VMWare vSphere or Hyper-V
• Administering Active Directory Users/Exchange mailboxes
• Technical certifications preferred
• Basic understanding of desktop imaging platforms

Working Conditions

• Ability to work in an independent environment with moderate supervision
• Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
• Overtime may be required to meet project deadlines (including late nights and weekends)
• Ability to travel for business and work beyond normal business hours when necessary
• Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals