Job Description

Job Summary

IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues that arise within a company's IT infrastructure by logging incidents, diagnosing problems with hardware and software, implementing solutions, and communicating status updates to users while working within an incident management system to track and prioritize problems effectively.

Focus placed on maintaining IT hardware inventory in ServiceNow, and setting up mobile phones for deployment.

The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Responsibilities

Software installation. Troubleshoot, repair, and maintain software applications & infrastructure. Escalation from helpdesk for application support including inhouse, 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 - laptop or personal laptop + virtual machine. Ensure that policies and procedures are followed, 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 email, Microsoft Teams, Skype, Symphony, Jive, etc

Required Qualifications:

On-site Branch Support Specialists in Metro Campuses will be required to support all buildings within a Metro Campus. Bachelor's degree or foreign equivalent preferred. Will also consider three years of progressive experience in the specialty in lieu of every year of education IT Support experience with a Financial Services or Brokerage Firm preferred. Strong organizational skills - the ability to effectively manage multiple tasks simultaneously. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution. Experience with Microsoft Office products, and general office computing tools. Excellent communication, interpersonal and customer care skills.

Work Environment:

Typically based in an office environment with the potential for occasional on-site visits to user locations. May involve working outside of regular business hours to support critical incidents.
Join us in this exciting opportunity to contribute to our IT operations while developing your skills in a supportive environment. We look forward to your application!

Job Type: Full-time

Benefits:

401(k) Dental insurance Health insurance Life insurance Professional development assistance Vision insurance
Work Location: In person

The incumbent in this position understands that the "at will" employment relationship which ADSL has with all of its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all of its employees.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance Life insurance Professional development assistance Vision insurance
Work Location: In person