Service Desk Analyst
This role plays a pivotal part in delivering high-quality desktop support and ensuring exceptional customer satisfaction with systems and applications.
The position involves troubleshooting PC and Mac software and hardware, supporting various end-user devices, including PCs, printers, scanners, mobile devices, and other peripherals.
Responsibilities:
* Act as the first line of investigation/resolution before escalating to the Service Owner.
* Configure and maintain PCs and servers to ensure optimal performance.
* Conduct system performance testing to identify and resolve inefficiencies.
* Provide first-line support for all administrative group software and hardware issues.
* Serve as the escalation point for trader-related software and hardware problems.
* Manage user account creation and maintenance.
* Build and set up desks and workstations for employees.
* Participate in rotational on-call weekend support.
* Ensure consistent in-office support coverage five days a week.
* Provide audio-video conference room support.
* Support key departments, including C-Suite, Legal, HR, Accounting, and IT.
* Collaborate with trade support to monitor applications and maintain infrastructure.
* Manage the configuration and maintenance of phone systems.
* Coordinate shipping of hardware to off-site locations.
* Maintain inventory of workstations, monitors, and other equipment.
* Build and tune monitoring tools to prioritize desired alerts and prevent unwanted/unneeded alerts.
* Script solutions to automate basic tasks as needed.
* Work with users to troubleshoot/resolve hardware issues.
* Document processes and procedures related to trading applications and exchanges.
* On-call rotation responsibilities.
Qualifications:
* At least 5 years of experience working with computer hardware, GPUs, Memory, CPU, etc.
* Ability to make sound decisions in a fast-paced, high-pressure environment.
* Availability to work outside of core business hours or on weekends or holidays.
* Excellent troubleshooting skills.
* Good attention to detail when digging through log files to find application issues.
* Strong Linux/Windows experience.
* Ability to pick up and understand new processes/applications.
* Scripting (Python/Perl/Bash, etc.) is a plus.
* Database experience (MSSQL, MySQL, MongoDB, etc.).
* Able to do physical work desk setups.