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Desktop Support Technician

Req #: 180004793
Location: Phoenix, AZ, US
Job Category: Technology
Job Description:

GTI is actively seeking a Desktop Support Tech to support. Position is responsible for providing high-level technical support to all technology platforms.  Frequently anticipate problems and analyzes ways to mitigate the risk. Primary Role is to ensure all issues are resolved within the established SLA, which includes a mixture of hardware/software/operating system support.  Core activities include effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue. Follow JPM controls guidelines.

 

Candidate must be driven.  Will need extensive experience with Microsoft Active Directory, Microsoft desktop applications and Microsoft Outlook as well as day-to-day troubleshooting and resolution of technology problems. This includes troubleshooting various business critical applications and various delivery methods Virtual Desktop (VDI), Blackberry/GOOD Mobile support, wireless and guest networking.

 

Daily problem resolution activities include:  troubleshoots problems that involve trade-offs between cost containment and/or timeliness of service. Articulates the business value and impact of advanced technical and non-technical information with ease and the ability to know when to escalate issues or trends. Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue. Documents small-to-medium scale projects and delivers with minimal supervision. Often consulted by peers and is recognized as a positive leader and frequently provides feedback and recommendations to management. Demonstrates the ability to learn new technologies quickly in a self-driven manner along with strong analytical, planning, problem-solving and decision-making skills.

Technical

  • Minimum 2 years experience in desktop support.      
  • Must have extensive experience with Microsoft Active Directory
  • Experience in the operation of a remote desktop support group 
  • Experience with LDR / Asset handling controls and processes
  • Strong understanding of the technical aspects of LAN Administration
  • Experience with market data services - Bloomberg / TradeWeb / Capstone
  • Network Connectivity awareness; TCPIP IPX/SPX and Firewalls
  • Windows 7 preferably to MCP level
  • MS Office 2007 +, (Access and Project also desirable)
  • iPad/Android/Smart Devices
  • Apple MAC experience a plus
  • Internet Browsers (IE Primary)
  • Mobile product knowledge
  • Excellent inter-personnel and liaison skills
  • Comfortable in dealing with clients over the phone and 1:1, especially in critical situations
  • Clear and precise requests updates and feedback to other team members.
  • Regular contributions to create and update documentation

 Non-Technical

  • Ability to work well independently and within a team with minimal oversight.
  • Ability to prioritize work to ensure the business SLAs are met.
  • Ability to work in a trading environment / executive support - high visibility / high monetary impact.
  • Extraordinary Troubleshooter with ability to diagnose and support multiple mission critical systems.
  • Excellent interpersonal, verbal and written communications skills necessary for various audiences including executive management..  
  • Ability to exercise initiative, problem identification, problem solving and independent decision making.
  • Must be able to provide after hours and weekend support as needed.
  • Bachelors Degree in a computer-related field or related on the job experience
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