Technology Support Analyst

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As a member of a customer service-oriented team, you will be responsible for providing white-glove like service, creating a seamless experience across all touch points, while also providing the right service and solution to meet individual's needs. The ideal candidate thrives on working in a fast-paced, growing environment, often juggling multiple demands at once and prepared to take on a new technology challenge with only a moment's notice.


  • Bachelor's Degree in Business Administration, Computer Engineering, Computer Science, Finance, Accounting, or equivalent (4 years) work experience
  • Certifications in CompTIA A+, CompTIA Network+, or MCDST, Support Center Analyst preferred but not required
  • Prior financial firm experience a plus
  • Proven experience with resolving a variety of technical issues relating to computer systems and applications, telecommunication network, LANs, WANs and desktop computers
  • Prior experience in customer service facing roles
  • Strong analytical and problem solving skills
  • Excellent verbal and written communication skills
  • Self-starter with the ability to manage own time effectively and work autonomously
  • Strong organization skills
  • Ability to prioritize workload
  • Ability to lift and move items up to 50 lbs
  • Ability to work under a process-centric ITIL Framework
  • Ability to work after hours as necessary for support needs and projects as necessary


  • Provide onsite technology support to our staff in your assigned office(s)
  • Coordinate user requirements with Desktop Manager
  • Adhere to the Information Technology and Security policies and procedures
  • Act as resident technology support analyst to end-users, offer recommendations for effective use of the technology
  • Build service-based relationships with staff, while utilizing exceptional customer service skills
  • Collaborate with other team members on tasks or requests
  • Serve as point of escalation for IT support tickets within your assigned office(s) and accurately record requests, incidents and resolutions into the ticketing system
  • Evaluate tickets for ongoing performance improvement opportunities and reduction of endpoint incidents, working closely with the manager or supervisor to identify and resolve known problems
  • Follow standard operating procedures for imaging and deploying computer equipment to new hires and assist with new hire onboarding
  • Collect IT equipment from departures and ensuring PCs/Laptops are imaged when collected
  • Maintain accurate IT Asset records for our deployed computers and update records on a regular basis when equipment changes hands
  • Provide support for video conferencing and related A/V systems
  • Document new solutions in our knowledge base
  • Install, configure and troubleshoot hardware, including desktops, laptops, and peripheral equipment
  • Install, configure and troubleshoot software, including document management, office applications, and remote access tools (VPN)
  • Adhere to organizational change management processes
  • Perform special duties, tasks, or projects as required