Sr. IT Operations Specialist

At Pitch Book, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, Pitch Book is the place for you.

The Pitch Book IT Team provides our end-users with top-notch customer service and efficiency. Our team is highly collaborative in supporting our worldwide users in person, as well as remotely. We share a passion for technology and happily share our expertise among ourselves and our customers.

The Sr. Desktop Support Engineer is responsible for day-to-day support of our laptops, desktops, printers, servers, network infrastructure, and all other technical hardware across multiple offices. This role supports other IT Technicians in their duties and helps to train them. The individual in this role has comprehensive knowledge and experience with most of our systems, software, and hardware. They can translate that knowledge and experience to solve higher level problems that arise.

The individual in this role should be comfortable collaborating and communicating with other teams to solve problems. They will lead projects from start to finish and should feel comfortable doing so.

• Work with other Sr. leaders to create department standards and processes
• Responsible for global hardware procurement, maintaining hardware vendor relationships
• Configure our IdP platform by implementing and troubleshooting SCIM provisioning and Okta sign on policies
• Coordinate with other teams and lead projects such as migrations, onboarding new applications, and ensure security concerns are addressed
• Ensure other team members' compliance with security protocols and policies when handling user accounts, access permissions, data, and other areas of the business
• Perform root cause analysis for recurring issues and implement long-term solutions to prevent future incidents
• Administer access, permissions, and privileges for on-site resources and cloud services
• Investigate, understand, and resolve problems with local and remote infrastructure
• Analyze and improve IT infrastructure (Create and update Intune/Jamf policies, servers, processes, systems, scripts, etc.)
• Diagnose and troubleshoot complex hardware and software problems related to computer hardware, software, operating systems, networks, SaaS applications, and servers
• Coordinate with different teams to identify and solve problems
• Act as the primary point of contact for escalated desktop support issues
• Train and coach teammates on processes, support issues, systems, etc.
• Maintain the support team's documentation ensuring content is up to date, accurate, and all encompassing.
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

• Bachelor's degree or equivalent experience required
• 5+ years of previous experience in an IT Helpdesk environment.
• Experience leading all aspects of projects from start to finish
• Excellent and concise written and verbal communication skills
• Advanced documentation abilities and strong technical writing skills supporting seamless knowledge management
• Advanced expertise in Windows administration, Networking, software, and hardware
• Ability to work with vendors and elevate issues to their top tier
• Ability to pick up and adapt to using new systems and use them with ease
• Ability to lift and move objects up to 50 pounds (printers/monitors)
• Proficiency with the Microsoft O365 with the…