Helpdesk Analyst | End User Support | Experienced Hire

Susquehanna International Group, LLP; Bala Cynwyd (PA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Wellness center

Onsite gym (9000 sq ft)

Food & beverages available daily

Onsite services: dry cleaning &Laundry

Auto repair & detailing

Job summary

Susquehanna International Group, LLP is seeking a Helpdesk professional to provide direct support to over 1,200 end users across trading, business, and technical environments. You will resolve issues, participate in preventative projects, and help design scalable solutions to meet evolving business needs.

You’ll gain exposure to cloud, BYOD, and Windows 10/11, with opportunities to grow by collaborating with systems engineers, network architects, and software developers.

Qualifications

• BS in Information Technology, Information Systems, Computer Engineering or a similar major preferred
• Minimum of one year of experience in a technical support position required
• PC and laptop hardware and software installation and troubleshooting skills required
• Working knowledge and experience with Windows 10/11 and Office 365
• Scripting experience or an interest in PowerShell or Python is a plus

Responsibilities

• Resolve technical issues for end users across our environment.
• Be the first point of contact for technical issues via phone, email, or in person.
• Contribute to initiatives to prevent issues and improve stability and supportability.
• Collaborate with other teams to design and implement solutions that meet evolving business needs.

Skills

Windows 10/11

Office 365

PowerShell or Python

Education

BS in IT/IS/Computer Engineering or related

Tools

PC Hardware Installation

Job description

Overview

Our Helpdesk is committed to providing the highest level of technical support for our end-user community. Our mission is to maintain business productivity by being the first point of contact for all technical issues in our environment. You will engage with and directly support over 1,200 users across our dynamic trading, business, and technical environments. You will not only be responsible for resolving technical issues as they arise, but will also be heavily involved in projects to prevent these problems from occurring in the first place. This role offers exposure to a wide variety of technologies, including the cloud, BYOD, Microsoft 365, and Windows 10/11, fostering opportunities for growth along with the ability to support the design of solutions to meet evolving business needs.

We’re Not Your Typical Help Desk:

• We’re not a call center. Our end users can contact our team directly by phone, email, IM or even stop by our office. We don’t outsource our support, so regardless of how users contact us, they can be assured we will have the access and knowledge necessary to help them.


• We are rapidly changing. The performance monitoring of end points is critical to the stability of our environment. The Helpdesk team monitors and responds to changes in our environment. We strategize around the end user needs, making recommendations around best practices to ensure stability and software/hardware evangelism.


• We think proactively, not reactively. Our goal is to find potential issues before they ever reach our user base. We are involved in preventative maintenance, compatibility testing, and research of new technologies to ensure we understand how changes will affect our environment before those technologies are implemented.


• We’re not confined to “tiers”.We work with just about every team across our organization. The technical knowledge of the users we support varies and so does the complexity of the challenges we encounter. We are given the flexibility and resources we need to ensure we can solve whatever problem is thrown our way.


• Continual growth opportunities. Whether it’s querying databases, automating a task, learning PowerShell, or taking on a new project, we never want our team members to stop developing. We encourage growth both within the role and across our firm.

What you can expect from us:

Real Impact

You’ll be designing and optimizing systems that process massive amounts of data, ensuring high performance and stability. You’ll see how your contributions towards developing and supporting leading‑edge hardware and software solutions make a firm‑wide impact that makes us all smarter, faster, and better.

Collaboration

Our systems engineers, network architects, technical analysts and software developers work together to create competitive edge through best‑in‑class technical solutions.

Growth

For many of our roles, we don’t expect you to have prior industry experience in proprietary trading or financial services to succeed at Susquehanna International Group. We’re looking for people who are naturally curious, relentless problem solvers, and have the desire to continuously innovate, learn, and grow.

Benefits

Susquehanna offers a wide array of competitive employee perks & benefits such as: an onsite wellness center staffed with a full‑time Nurse Practitioner, a 9,000 square‑foot gym, food & beverages available all day, onsite services such as dry cleaning & laundry, and auto repair & detailing.

What we’re looking for

• BS in Information Technology, Information Systems, Computer Engineering or a similar major preferred


• Minimum of one (1) year of experience in a technical support position required


• PC and laptop hardware and software installation and troubleshooting skills required


• Working knowledge and experience with Windows 10/11 and Office 365


• Scripting experience or an interest in PowerShell or Python is a plus

About Susquehanna

Susquehanna is a global quantitative trading firm founded by a group of friends who share a passion for game theory and probabilistic thinking. We have incorporated this approach into our culture, where you will find relentless problem solvers within each of our core disciplines: Trading, Technology, and Quantitative Research. From offices around the world, our employees collaborate to make optimal decisions and are driven by the desire to achieve winning results together.

What we do

We are experts in trading essentially all listed financial products and asset classes, with a focus on derivatives trading. Through market making and market taking, we handle millions of trading transactions around the world every day, providing liquidity and ensuring competitive prices for buyers and sellers. While our presence in the market is broad, our trading desks are highly specialized, allowing for a deep understanding of unique drivers of each asset class.