Technical Support II

Location: Washington, DC

This resource will provide; T1 Desktop (Windows 10), Excel Spreadsheet/Workbook Support and In-House Application support for the Traders in the Market Room. They will also provide T1 first line support any Market Room issue. 

Daily Tasks to include but not limited to: 
Ability to configure and install a wide range of hardware and software, imaging of desktop configurations and administration 
Troubleshoots and corrects issues with printers, print servers, basic videoconferencing and AV equipment, scanners, fax machines, and other basic office equipment 
Provides end user support for either PC or hardware 
Ability to maintain and develop documentation for procedures and processes, as well as maintenance logs and equipment databases. 
Researches and evaluates strategies to integrate new system software with existing or planned network infrastructures. 
May provide coverage over weekends or during non-business hours in the event of discontinuance in IT service 
Coordination with other Technology teams, H/W and Application monitoring. (Support various in house applications and coordinate with dev team to resolve issues in a timely manner) 
Work closely with other teams to resolve issues and implement new releases 
Use ServiceNow Ticket system to log all work. Also create reports when necessary 
Participate in daily status calls and provide application status 

Additional Info/Must Have’s 
2-4 years of experience 
Must have strong working experience with Windows 10 
Must have excellent customer service skills and be able to deliver in a high touch/demanding environment 
Must have proven troubleshooting and problem solving skills Must be able to work independently on multiple concurrent tasks in a highly dynamic environment and the ability to collaborate within a cross functional team. 
Must be have working knowledge of RSA/Duo Tokens, Outlook 365, BlackBerry Work, Microsoft Mobile Apps and Cisco WebEx technology
Should be familiar with ServiceNow Incident Management 
Should be proficient with Network printers