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Role - Help Desk technician Location -Los Angeles, California, United States Type :- FTE As part of the global IT Support team, this position will also assist with support for users at all locations as needed. This includes PC hardware and software provisioning, troubleshooting and resolving issues, escalating to other IT teams as needed, working with vendors, and otherwise coordinating support delivery for Europe users. Work is performed under the supervision of the IT Support Manager or delegate. This position requires a strong customer service focus, commitment to technical excellence, teamwork, and work ethic (reliable and timely attendance Flexibility to work outside of usual business hours is required from time to time to meet business needs. Essential Function/Duties: Perform technology support by responding to service requests (e.g., requests for upgraded hardware to meet customers needs), resolving technical problems (e.g., computer or software performing unacceptably slow) or a request for information or assistance Exercising independent judgement while working to resolve user issues and support business requirements. Manage technology projects (e.g., upgrading software to the most recent version) following project tasks, deliverables, and timelines Make recommendations regarding the selection and use of technology (e.g., hardware and software) in the IT support space Make recommendations on improving processes & performance within operational and support areas Install new software releases and system upgrades Troubleshoot and resolve system or application-related problems in support of business operational areas Install and troubleshoot networking devices Minimum of 2 years of experience in a help desk or technical support role, preferably in a financial services or investment management firm. Knowledge of a broad range of business systems and applications including Windows 10/11, Office 365 and Outlook, Teams, as well as line of business applications supporting HR, Corporate Finance, Investment Operations, Client Services, corporate application development, investment management software applications and familiarity with trading systems is preferred. Experience with ServiceNow and Jira Service Manager ticketing systems. Strong troubleshooting skills and ability to resolve technical issues quickly and efficiently. Excellent communication skills, both verbal and written, with the ability to communicate technical information to non-technical users. Ability to work well in a team environment and provide support to staff at all levels of the organization. Some experience with technical writing or creation of end-user documentation and training materials. Required Qualifications: BA or BS in computer science or a related field, or equivalent work experience 5+ years of experience in the areas of: o Endpoint deployment/upgrades o Endpoint Management such as updates and security o Performing system administration responsibilities o Endpoint support, including occasional user support Strong technical knowledge with a focus on Microsoft desktop products: Windows 10, Office 2016 & 365 Active Directory and other user administration skills experience Broad application support Network and Cybersecurity experience Professional Skills Qualifications: Strong work ethics (reliable and timely) Ability to analyze and resolve issues in a timely manner and exercise independent judgment Excellent interpersonal & communication (written and verbal) skills Desired Qualifications: Experience working with outside vendors is desirable Physical Requirements: Sitting, data entry, computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. Occasional lifting up to 50 lbs/23 kg (moving users, hardware add/move/remove) Working Conditions: Work is in an office setting Travel: Occasional based on business requirements.