MAJOR RESPONSIBILITIES AND DUTIES Help Desk and User Support Answer inbound telephone and email desktop and systems support requests. Responsible for all end user software support, including: Windows based operating systems, Microsoft Office suite, and financial industry applications. Responsible for all end user hardware support including: a demonstrated knowledge in PC (hardware) repair, fax machine and printer clearing and basic service. Responsible for the deployment of PC computers, laptops, mobile devices and cloud PCs Responsible for new user training and technology introduction. Document and research all problems and resolutions via online utilities. Communicate with customer; provide status updates, and follow-up ensuring user satisfaction. Escalate problems to appropriate IT personnel or IT management as necessary. Handle first-level request without assistance, maintain a high first-level resolution rate. Daily contact with all levels of employees and customers primarily to share and receive information regarding problem resolution, “how to” requests and expectations of resolution timeframe. Identify areas for process improvement; technical and procedural. Perform routine patching and maintenance on user PCs and servers. General support of all devices electrical or electronic, including AV equipment, video teleconferencing, audio teleconferencing and archival storage equipment. Windows Active Directory and Microsoft 365 Administration Manage Active Directory administration of current environment and new additions. Maintain and preserve system security. Document all user, group and access rights. Assist in Managing Network Servers and Infrastructure Helps support all network hardware and software infrastructure including: Windows Operating Systems, Intel servers and network switch and router fabric. Perform routine patching and maintenance on all network servers. Monitor network and server performance and recommend/perform appropriate corrective action. Help manage current IP based network, including routing, switching, cabling and WAN connections. Perform emergency service after-hours when needed. Serve as resource for all new infrastructure, software implementation and engineering projects: Work with senior IT staff to install and configure sponsor supplied software to remotely access proprietary trading systems. Work with senior IT staff to coordinate firewall changes and network IP routing changes as needed. Work with department supervisory staff to solve business process challenges and implement a project plan to increase productivity. Education and Training: Minimum : 2 year Associate Degree program in Computers, Electrical Engineering or similar technology. Or, current Microsoft Certified Solutions Expert (MCSE) certificate. Or, current Cisco Certified Network Administrator (CCNA) Requirements: 1-3 years work experience in IT/network help desk support role. Experience in working on projects. Previous experience in the financial services industry is helpful.