Associate, Technical Support
BlackRock is a leading investment management firm committed to helping people achieve financial well-being. They are seeking an Associate for Technical Support to provide 24x7 support to C-level executives and their assistants, handling a variety of end-user hardware and software issues.
Responsibilities
- Respond to user inquiries, email, or phone-generated support calls
- Escalate high-impact problems while maintaining responsibility
- Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS
- Support BlackRock Dell PCs, laptops, chrome books, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment
- Understand and support in-house applications
- Provide tech solutions and guidance to users at all levels
- Build and install hardware in accordance with the lifecycle program
- Manage inventory and assets
- Assist with any other IT support elements when required
- Assist with project delivery tasks as needed
- Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software
- Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service
- Participate in disaster recovery planning and testing
- Write technical support documentation and share knowledge with the team
- Occasional travel may be required, including travel support and high-risk travel. Must be comfortable with being on call and providing weekend support
- Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams
- Experience with aircraft and aviation hangar support is a plus
Skills
- Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS
- Support BlackRock Dell PCs, laptops, chrome books, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment
- Understand and support in-house applications
- Provide tech solutions and guidance to users at all levels
- Build and install hardware in accordance with the lifecycle program
- Manage inventory and assets
- Assist with any other IT support elements when required
- Assist with project delivery tasks as needed
- Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software
- Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service
- Participate in disaster recovery planning and testing
- Write technical support documentation and share knowledge with the team
- Occasional travel may be required, including travel support and high-risk travel
- Must be comfortable with being on call and providing weekend support
- Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams
- Experience with Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell/Mac/Apple hardware
- Experience with Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector
- Experience with Event support and sophisticated home networks
- Experience with Proactive support, including tools such as Splunk and Control Up
- Experience with supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through the use of password managers
- Experience with Satellite communications, Star Link, and burner devices
- Experience with aircraft and aviation hangar support is a plus
Benefits
- An annual discretionary bonus
- Healthcare
- Leave benefits
- Retirement benefits
- A strong retirement plan
- Tuition reimbursement
- Support for working parents
- Flexible Time Off (FTO)
Company Overview
Company H1B Sponsorship