Service Desk Specialist II

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. As an End User Support IT Specialist, you will provide on‑site and remote technical support for internal end‑user software, hardware, and connectivity. We are looking for a driven, self‑directed, technical professional who can work both independently and with the broader support team. The End User Support team is singularly focused on delivering a seamless technology experience for all users.

The right candidate is capable of quickly and efficiently resolving a wide range of technical issues while providing top‑tier customer service to our end users.

• Applies company policies and procedures to resolve a variety of issues

• Works on problems of moderate scope

• Receives general instructions on routine work and detailed instructions on new projects

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in‑person, phone, chat, and email‑based support channels.

• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility

• Fulfill IT hardware requests requiring delivery, setup, or low‑level hardware troubleshooting for end users in the office where you’re based.

• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third‑party vendors to ensure end‑user issues are fixed at their root and do not recur.

• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.

• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

• Bachelor’s degree (B.S/B.A) from four‑college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience

• 5+ years of relevant technical support experience in a medium to large, complex, and fast‑moving enterprise environment.

• Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics.

• Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.

• Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., Web Ex, MS Teams, Zoom).

• Ability to communicate effectively and professionally across all settings to technical and non‑technical audiences of all tenure and seniority. Builds productive internal and external working relationships

• Exercises judgment within defined procedures and practices to determine appropriate action

• Ability to work independently with minimal supervision

• Excellent coordination skills and a team player

• Ability to identify issues and elevate as needed

• Excellent written and oral communication skills

• Strong interpersonal and customer service skills

• Ability to resolve technical issues under pressure

• Experience working in the financial services industry

• Must have the ability to perform office‑related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day.

$27.24 - $45.40 USD (Hourly)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance‑based bonuses, benefits‑related payments, or other general incentives - none of which are guaranteed, may be subject to…