Role: Service Desk Analyst pivotal in delivering high-quality desktop support and ensuring exceptional customer satisfaction with systems and applications.
This position involves troubleshooting PC and Mac software and hardware, supporting various end-user devices, including PCs, printers, scanners, mobile devices, and other peripherals.
Responsibilities: Act as the first line of investigation/resolution before escalating to the Service Owner.Configure and maintain PCs and servers to ensure optimal performance.Conduct system performance testing to identify and resolve inefficiencies.Provide first-line support for all administrative group software and hardware issues.Serve as the escalation point for trader-related software and hardware problems.Manage user account creation and maintenance.Build and set up desks and workstations for employees.Participate in rotational on-call weekend support.Ensure consistent in-office support coverage five days a week.Provide audio-video conference room support.Support key departments, including C-Suite, Legal, HR, Accounting, and IT.Collaborate with trade support to monitor applications and maintain infrastructure.Manage the configuration and maintenance of phone systems.Coordinate shipping of hardware to off-site locations.Maintain inventory of workstations, monitors, and other equipment.Build and tune monitoring tools to prioritize desired alerts and prevent unwanted/unneeded alerts.Script solutions to automate basic tasks as needed.Work with users to troubleshoot/resolve hardware issues.Document processes and procedures related to trading applications and exchanges.On-call rotation responsibilities.Qualifications: +5 years working with computer hardware, GPUs, Memory, CPU, etc.Ability to make sound decisions in a fast-paced, high-pressure environment.On-call availability to work outside of core business hours or on weekends or holidays.Excellent troubleshooting skills.Good attention to detail when digging through log files to find application issues.Strong Linux/Windows experience.Ability to pick up and understand new processes/applications.Scripting (Python/Perl/Bash, etc.)
is a plus.Database experience (MSSQL, MySQL, MongoDB, etc.
).Able to do physical work desk setups.
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