IT Support Technician - Banking and Finance

Hamilton Barnes Associates Limited; Glendale (AZ); On-site; USD 45,000 - 55,000; Full time

Job summary

A leading company specializing in equity compensation compliance solutions is seeking an L1 Technician to support both customer and internal systems. The role encompasses IT support for various technologies, including Microsoft and virtualization solutions, ensuring effective communication with clients to maintain system integrity and satisfaction.

Benefits

Healthcare

Paid Time Off (PTO)

Qualifications

• Ability to effectively communicate and provide customer care.
• Strong research and analysis skills crucial for troubleshooting.
• Ability to quickly adapt in a fast-paced environment.

Responsibilities

• Provide IT support for internal and customer systems.
• Monitor system alerts and manage service tickets.
• Communicate incident progress to customers.

Skills

Interpersonal skills

Technical awareness

Research skills

Communication skills

Service awareness

Typing skills

Multi-tasking

Adaptability

Job description

We are partnered with a well-established leader in providing equity compensation compliance solutions.

They offer a range of services to help companies of all sizes navigate the complexities of stock-based compensation

They are now seeking a L1 Technician who will be responsible for supporting the integrity of customer and internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members and customers.

If you are interested in this opportunity and want to find out more, we encourage you to apply today!

Responsibilities:

• IT Support relating to issues with the internal systems and network infrastructure
• IT Support relating to issues with the customer systems, hosted services, and cloud subscriptions
• Support services for Microsoft related technologies: Server, Desktop, Office 365, etc.
• Support services for virtualization technologies: VMware, Parallels, and supporting services
• Technical services and support at the Level 1 network level: WAN and LAN connectivity, firewalls, and security
• Support disaster recovery solutions
• Remote access solution support: VPN, Terminal Services, and Virtual Desktops
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
• Document maintenance for all computer systems and network infrastructure
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Design and implement hosted and cloud solutions for customers using technologies that meet their requirements
• Participate in on-call rotation with member of the Services team
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in PSA as it occurs
• Understand processes in Company support systems by completing assigned training materials
• Work through a daily process that has been established by the Engineer in Charge (EIC)
• Work through tickets and projects as assigned by the EIC or by the Company leadership
• Enter all work tickets into PSA with a description of work performed and the time utilized
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

Skills/Must have:

• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Strong research and analysis skills
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Salary & Benefits:

• $45,000 - $55,000
• Healthcare
• PTO