Position Summary:
The IS Support Technician provides second level support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for HHR supported technologies; ensuring service levels are met or exceeded.
Reporting Structure:
The IS Support Technician will report to the Desktop, Applications and Mobile Support Manager.
Principal Duties:

• Provide support for all Firm related mobile and desktop hardware and software.
• Track all incidents and service requests in Help Desk ITSM system.
  • Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken.
  • Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer.
• Use of the tools and knowledge available to effectively troubleshoot and resolve issues.
• Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams.
• Adhere to all Firm defined operation level agreements, procedures and policies.
• Contribute to Help Desk ITSM Knowledgebase.
• Facilitate project related tasks to completion.
• This role will be part of the team responsible for quality control related testing of desktop and mobile environments.
  • Actively engage in testing software and hardware updates, patches, and new applications etc to ensure that stable, useable high quality product is delivered to the end user.
  • Document and report testing results in accordance with the Department procedures.
• Develop and maintain expert knowledge in the Firm supported end user applications and hardware.
• Develop and maintain superior customer service and incident management skills.
• Assume additional responsibilities as requested.

• Understanding of desktop hardware and peripherals, (PCs, laptops, printers, scanners, smartphones and tablets).
• Working knowledge of computer technologies and software including but not limited to: Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless Networking.
• Preference will be given to candidates with any related IT certifications.

• Bachelor’s degree with a strong academic record in technology related field or 1 - 2 years of experience in an Information Systems (IS) Help Desk Technician role.
• Attributes expected of all candidates include: a desire to learn and grow, responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one’s work, and
• Interpersonal skills necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the Firm and our clients.
• Ability to meet deadlines and effectively complete operational and project based assignments.
• Ability to communicate effectively, in person and in writing, with Firm personnel at all levels and outside parties as necessary.
• Ability to work independently.
• Attendance Requirements:
• This is a hybrid position with ability to work from home and/or on-site during normal working hours as determined by Manager of the Team.
• Available as necessary before or after normal working hours to work at the Firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the Firm. Participate in on-call rotation to provide after hours support.
• Flexible work hours in the case of an emergency and/or last minute coverage needs including some holiday coverage.
• Expected to carry a wireless email device and respond when necessary.
• Travel Requirements:
• Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the Firm.