Job Description:    
 

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from the helpdesk for application support, including in-house, third-party, and market data applications.
• Provide support for operating system drivers, software, and firmware.
• Provide support to users for home connection and work-from-home setup—firm laptop or personal laptop and virtual machine.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in the ticket-tracking system.
• Proactively inform management of trends, significant problems, and expected delays.
• On-call – Participate in a rotating schedule providing after-hours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
• ITIL foundation understanding.
• Experience using a helpdesk call management system.
• Technical grasp of a wide range of applications, both in-house and third-party applications.