At Duff & Phelps, we stand for the qualities that power sound decisions. And we believe that behind every good decision, you'll find solid thinking, proven experience and valuable insight. But all the numbers and facts in the world mean nothing without a top team of professionals to make sense of them all.
That's where YOU come in - provided you're incisive, entrepreneurial and up for a challenge. We offer an environment where your talent and perspective matter - where you can make a real impact.
A true partner within the business, our IT team works globally as one cohesive unit comprised of collaborative professionals who take pride in support and customer service. Core areas include solutions delivery and application development, network operations, workforce services and information services/knowledge management.
Join our team and together we'll power the sound decisions that enhance value - yours and ours.
Responsibilities:
The Site Support Specialist provides Level 2 IT technical support services to all employees in supported Duff & Phelps offices.
- Provide technical expertise and end-user support in the areas of Microsoft Windows platform (Windows XP & 7), Microsoft Office Suite, off-the-shelf applications, Remote Connectivity Platform, BlackBerry support, network/local HP printers
- Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR)
- Provide after-hours and ‘on-call’ support, as necessary
- Provide desktop/laptop break/fix/maintenance support
- Troubleshoot, research and resolve escalated technical problems and incidents
- Research new industry technologies and recommend proactive solutions within the environment
- Act as to local point-of-contact to Duff & Phelps offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
- Troubleshooting of local and network HP printers and Canon/eCopy machines
- Identify processes for improvement in daily work; educates new staff in team process
Requirements:
- College education is required
- Previous experience in an Information Technology function is preferred
- Ability to communicate and to interact effectively with co-workers and customers is required
- Working knowledge of personal computer and software applications used in job functions is a must
- MCAS, A+ & ITIL certifications are a plus
- Ability to read, analyze, and interpret professional journals and technical procedures
- Ability to communicate orally and through written, via weekly reports
- Ability to define and solve IT problems, establish facts, draw valid conclusions and close tickets
- Minimum of 3 years experience working with Windows based technologies including
- Windows OS (XP & 7)
- Microsoft Back Office Applications such as SMS, Exchange and Terminal server
- Outstanding troubleshooting skills in WAN/LAN/Desktop situations
- Remote Connectivity tools such as VNC and SMS
- Experience with creating standards and documentation
- Microsoft Office Suite (2007 & 2010)
- BlackBerry Enterprise Server knowledge and troubleshooting of BlackBerry’s
- Cisco Call manager and Cisco Unity Voicemail
- Experience with PC imaging via Symantec Ghost
- Working knowledge of ITSM
- Strong customer service; strong interpersonal, organizational and communication skills
- Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
- Flexibility to schedule to cover all supported shifts within the office
- Ability to work both independently or as part of a project group, with time constraints
- Hardware platforms including Lenovo & HP
Duff & Phelps is committed to providing equal opportunities in employment. We will not discriminate between applications for reason of gender, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.
Duff & Phelps - Powering Sound Decisions.