Desktop Support Specialist

The Desktop Support Specialist is a hands- on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.

Location:

Hybrid to Lexington, KY

We are interested in qualified candidates who are eligible to work in the United States. However, we are not able to sponsor visas.

• Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
• IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
• Implement and support users according to regulatory compliance, policies and procedures.
• Respond to alerts from various monitoring applications providing a layered network security
• Support peers on other projects and tasks while balancing regular duties
• Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
• Implement and support existing and new applications and technologies entering the infrastructure
• Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc...)
• Support third party vendor applications - installation, user setup and user support.
• Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
• Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
• Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
• Additional duties may be assigned such as planning, equipment staging, etc. as change occurs

• Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
• 3-5 years of related work experience in desktop support
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands‑on experience with Windows/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude

• Service Now Ticketing System
• VDI VMware
• Manage Endpoint Central – Remote system, Computer patching,
• PC Imaging
• Knowledge base Documentation
• Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
• Phone systems – Ring Central and FSN
• Misc application management and support

Edge Co Holdings is made up of several affiliated financial services companies, including American

TCS Holdings and New Edge Capital Group. For over four decades, the Edge Co companies have provided a suite of technology and support services to financial intermediaries and their clients, including full-service retirement plan administration, wealth management, brokerage, advisory, and trust and custody solutions.

Compensation will be comprised of a base salary and an opportunity to qualify for bonus(es) or commissions. Edge Co Holdings' benefit package includes health, dental, vision, short-term disability, long-term disability, life insurance, PTO and 401(k) match (after applicable waiting periods).

Applications will be accepted on an ongoing basis.