Senior Technology Support Analyst

• Provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephony and security systems.
• A high level of customer service, accurate reporting and team work with other local technology staff as well as the Firm's central resources in White Plains.
• Responsible for management and documentation of computer hardware/desktop configurations/network systems and troubleshooting and implementation of firm-wide projects for the local office.
• Assists the Regional Technology Support Manager with the management of the day to day technology operations.

Function:

• Responds to local and central telephone helpline, support tickets and e-mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
• Provides application support for both local installations and Citrix-based applications.
• Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and wifi devices, audio visual equipment and software, reprographic and cost recovery network interfaces, security network interfaces and other equipment and applications as required.
• Provides support, troubleshooting and repair for laptops and desktops.
• Assists with remote site access.
• Assists with audio visual set up requirements.
• Assists with offsite technology set ups as required.
• Maintains and documents data room and closets and troubleshoots networking issues with the Technology Manager/Supervisor.
• Assists with planning and implementation of real estate moves or upgrades, adds, moves and changes.
• Services, documents and provides loaner equipment in accordance of Firm policies.
• Provides software training based upon modules created by the global training department.
• Regular and reliable physical presence to [ex: manage others, meet with clients, use on-site equipment, trouble shoot hardware and software.
• Assists with administrative responsibilities for internal applications.
• Assists with day to day administration of technology support duties in conjunction with the Technology Support Supervisor/Manager.
• Mentors junior members of the department in conjunction with the Technology Support Training Specialist.
• Ensures the security of the Firms systems through awareness and training of technology support analysts.
• Helps to maintain Firm policies and procedures in relation to computer technology.
• Works with other departments for all areas requiring coordination with the technology department.
• Provides oversight and guidance to Technology Support Analysts.
• Provides basic induction training on technology systems, mobile device usage and basic software usage.
• Provides software training based upon modules created by the global training department.
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.

Required:

• Bachelor's degree in a technical major or equivalent work experience
• Minimum of 8 years of experience working in technology support with increased responsibilities and managing technology support staff.
• Working knowledge of hardware and software used for building security systems.
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems.
• Ability to handle multiple projects and shifting priorities.
• Ability to handle sensitive matters and maintain confidentiality.
• Ability to work well in a demanding and fast-paced environment