IT Support Technician

Position: IT Support Technician (Contract)
Location: New York

** Venture outside the ordinary - TMX Careers
** The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.  United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

IT Support Technician is responsible for providing telephone-based, and desk side technical support. Your primary objectives will be problem ownership and resolution, combined with superior customer satisfaction and service level attainment.
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* Key Accountabilities:

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* ** Answer phone calls as part of the IT Support ACD Helpline on how-to questions and general inquiries. This includes problem resolution with Windows Operating Systems, Apple devices, tablets, cell phones, Google applications, shrink-wrap and custom client applications, network issues, PCs, printers, and other hardware devices.**
* ** Image/build and deploy replacement Laptops and Desktops**
* ** Setup desk workstations including Monitor on arms, docking station, keyboard, mouse, and headset**
* ** Interact with technical support groups, vendors, and the client to manage problems not resolved on first contact.**
* ** Provide desk-side support including desktop setup, telephone/Android/iPhone setup, and Audio/Video Conference setup and support.**
* ** Provide meetings, and video conferencing support**
* ** Log all calls in the appropriate call-logging tool**
* ** Adhere to process and TSX security guidelines, provide input for on-going productivity improvements, work on various projects, assume ownership of various roles within the team and be accountable for team targets and measurements.**
* ** Work with a variety of enterprise applications including (but not limited to) Google Workspace, Service Now, including hardware, software and access requests.**
* ** Complete CADs (Change, Add, and Deletes) and Service Now onboarding tickets for employees that are moving, new, and departing.**
* ** Provide VPN support to remote users
**** Must Haves:**
* ** Superior communication and customer service**
* ** Troubleshooting and problem determination**
* ** Experience with Apple device administration and support(Mac Book, iMac, iPad)**
* ** Experience with Google Workspace applications(Gmail, Docs, Sheets,…)**
* ** Experience with Windows 11 Operating System**
* ** Knowledge of MS Office Suites**
* ** Ability to perform physical tasks such as lifting heavy equipment**
* ** Knowledge and experience with System Management tool such as SCCM and Ivanti LANDESK**
* ** Knowledge of general PC and Laptop maintenance and repair**
* ** Understanding of TCP/IP, HTML, LAN/WAN**
* ** Understanding of firewall and VPN Technologies
****** This role is fully in office (5 days/week) - based in New York City, NY.
******** Salary Range: $35 - $40/hr USD
****** Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience.
**** The recruiting efforts for this role are intended to fill a vacant position.
**** For this role AI-assisted tools are utilised as one input in the application and screening process. AI does not make final hiring or interview decisions.
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