Harris Associates L.P. Service Desk Technologist in Chicago, Illinois
You will be part of a 4 person team, specifically responsible for level 1 and 2 support of computer workstations, laptops, mobile devices, printer technology, networking, and desktop application software. You will perform rapid analysis of broad technology topics and you possess intuitive troubleshooting skills when vague details are provided. You will be responsible for effectively managing system administration access responsibilities that include, but are not limited to, Microsoft Active Directory, Mobile Iron, RSA Secure Authentication, and various financial applications with proprietary access management. You will have the opportunity to learn business processes and their related technology infrastructure. You must have an excellent professional demeanor and strong communications skills to interact with all levels of staff throughout the firm.
Technology Support: Function as the Service Desk’s primary point of contact providing independent troubleshooting and analysis, resolving in-person and remote support situations for level 1 & 2 activities.
Workstation & Laptop Hardware: Troubleshoot hardware.
Client Application Software: Install, configure, maintain, and support all software installed on a variety of hardware and virtual platforms.
Custom and Vendor Application Software: Install, configure, and troubleshoot a list of specialized applications unique to the trading services business segment.
Project Management: Participate and be a resource for IT projects as required to fulfill technology testing and deployments.
System Administration and Access: Primary point of contact for system administration access for various systems, aligning role responsibilities to functional capability of systems.
Complete routine and ad-hoc audits and reporting of internal and external systems to meet firm compliance requirements
Add, remove, and update user account information and reset passwords
Obtain authorized approval of system access and software provisioning
Troubleshoot reported problems with systems access
Configure, add, and delete security groups providing access control for file shares, SharePoint, email, etc.
Provide support with systems provisioning
System Administration Automation: Pursue opportunities to automate system access where applicable.
Document configuration of systems, including but not limited to, user account activation and deactivation
Develop and execute policies and procedures of systems on-boarding, transferring, and off-boarding of employees, consultants and temporary staff
Expert knowledge of Microsoft Active Directory
Excellent knowledge of Microsoft Office
Intermediate knowledge of network and infrastructure topics
Experience working with an IT Service Management platform
Proven ability to manage small to medium sized projects and assigned resources
Demonstrate ability to cross-train in different areas in IT
Proven ability to contribute to a Knowledge Base and an ITIL Problem Management Process
Genuine desire to provide the best customer service experience
Ability to excel in an environment where priorities can change regularly and rapidly
The ability to solve complex business process through technology solutions
Experience providing technical support in financial/legal services
Microsoft certification or Accredited Tracks for MS Platform and Management Technologies
ITIL Foundation certification
This position’s hours conform to the firm’s standard hours but may require different start or end times. Some local travel may be required for installations and/or problem resolution. At times this position may require work during non-business hours related to system testing, implementation, business resumption testing, etc.