Careers

x IT Technical Support Specialist

Dallas, TX

Description

The IT Technical Support Specialist identifies, researches, and resolves technical problems and provides support to end users and external customers on a variety of issues. The Technical Support Specialist is responsible for installing, upgrading and supporting all desktop related technology including workstations, laptops, printers, monitors, phones and related third part and in-house developed software applications. This position will perform moves, adds and change maintenance to workstations and printers. The IT Technical Support Specialist is responsible for providing excellent customer service while working issues to completion.

Department

The Information Technology Department is responsible for supporting the Company’s computer hardware and software components for both internal and external customers. This involves supporting and maintaining existing applications and developing new technical solutions to support business needs. The Information Technology Department partners with the management team to align IT with the strategic direction of the Company.

Functions

All responsibilities are generally performed on a daily basis, unless otherwise noted. Specific responsibilities include, but are not limited to:

·         Monitor and respond to staff and external customer support requests received via the helpdesk ticketing system, the IT Support telephone, and the IT Support email box.

·         Process all support requests and transfer as needed to the Server and Network Support or Software Development staff.

·         Maintain all team related documentation for staff new hire, termination and moves processes.

·         Monitor and respond to Advisor issues received through the Pivotal customer portal.

·         Provide IT support for advisors reporting technical issues.

·         Document, track, and monitor issues to ensure timely completion.

·         Install new workstations using standard desktop applications and configurations.

·         Perform upgrades to workstation hardware as needed.

·         Maintain user account information including access rights, security and systems groups.

·         Administer the Company’s phone system as related to adds moves and changes.

·         Administer the Company’s call recording systems as related to adds moves and changes.

·         Document and maintain all asset documents as required to keep the computer asset inventory up to date. Process paperwork as needed for proper asset additions and removals when necessary.

Qualifications

·         BA/BS in a related field preferred or equivalent experience.

·         4+ years experience in IT desktop support, troubleshooting and analysis.

·         Ability to work non-standard hours as needed to perform system upgrades, maintenance and changes.

·         Window XP to Windows 7 migration highly preferred.

·         Experience with Window Systems Center deployment, virus and patch management technologies is highly desirable

·         Window 7 MCP and or MCSE certification desirable.

·         Knowledge of Windows 7 operating systems and MS Office 2010 is required.

·         Knowledge of workstation configurations.

·         Knowledge of Windows 2008R2 Active Directory Administration

·         Knowledge of Avaya or other VOIP phones systems preferred.

·         Working knowledge of Networking and Phone Cabling also desirable.

Skills

·         Must possess Network and Desktop troubleshooting skills.

·         Must possess strong analytical and problem solving skills.

·         Ability to document systems and processes.

·         Must have the ability to work independently or in a team environment.

·         Must possess excellent verbal and written communication skills.

·         Strong attention to detail and ability to multi-task.

·         Strong Customer Service Skills.

·         Must be able to lift 50 lbs.

Who We Are

1st Global assists CPA, tax and estate planning firms that provide wealth management services to emerging affluent and affluent families.

We deliver the capabilities essential for wealth management excellence: education, business-building expertise, thought leadership and innovative technology.

We support our affiliated firms to profitably and ethically better serve their clients, enabling them to honor the important promises they make.

Mission and Values