IT HelpDesk-incident Technician

·     Software installation.

·     Troubleshoot, repair, and maintain software applications & infrastructure.

·     Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.

·     Provide support for operating system drivers, software and firmware.

·     Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.

·     Ensure that Client policies and procedures are followed by, communicated, and adhered to.

·     Create and maintain support documentation.

·     Interacting with other support groups (local and global) within the firm across multiple platforms.

·     Record and manage all incidents and requests in ticket-tracking system.

·     Proactively inform management of trends, significant problems and expected delays.

·     On-call – Participate in rotating schedule providing afterhours and weekend support.

·     Take initiative to stay current on technology and participate in training programs.

·     Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.