Job Directory Desktop Support Engineer

Desktop Support Engineer
Chicago, IL

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Job Description

The Firm:

Brookfield Asset Management is a leading global alternative asset manager with over $330 billion of assets under management. For over 115 years Brookfield has owned and operated real assets with a focus on real estate, infrastructure, renewable power and private equity. Clients can invest in Brookfield strategies via three main channels: public securities, private funds and listed partnerships. The Public Securities Group leverages Brookfield's core real asset expertise via global listed strategies, including real estate, infrastructure, real asset debt, real asset solutions and opportunistic strategies through a variety of flexible and scalable investment mandates, including separate accounts, registered funds and private funds. The Public Securities Group has been investing in public securities for over 25 years and has over $18 billion of assets under management. Headquartered in New York, we maintain offices in Chicago, Hong Kong, Houston, London, San Diego, Seoul and Toronto. Clients include financial institutions, public and private pension plans, insurance companies, endowments and foundations, sovereign wealth funds and high net worth investors.

Location: Chicago

The Position: Desktop Engineer

The candidate will report to the Public Securities Group's Deskside Services Manager.

Job Duties:

* Provide support for 150+ users nationally
* Handle all levels of support, but primarily focusing on 2nd and 3rd level issues
* Be diplomatic and customer service focused while managing key stakeholders in a positive, poised and effective manner
* The candidate will work in a multi-vendor IT support environment
* Participate in IT projects such as:
* Windows 10 Deployment
* Endpoint Management Software Roll-out
* Enterprise Content Management (ECM) Migration
* IT Ticketing Tool Migration

* Hours of operation
* Regular business hours supporting in-office employees
* Remote users support with on-call responsibilities
* Occasional after hours (evenings & weekends) testing support for environment upgrades/modifications/projects

Qualifications & Requirements:

* Minimum 2+ yrs. hands on experience as deskside/Onsite support/local IT engineer in L2 or L3 support related position
* Preferred experience with financial services, professional services, or law firms within a corporate service support environment
* Strong experience in troubleshooting issues with Microsoft Office 2016, Microsoft Office 365, Microsoft Operating System (Windows 7, Windows 10), and Microsoft OneDrive products
* Strong troubleshooting skills for end user computing issues - diagnose, troubleshoot & resolve issues with desktops, laptops, and printers
* Strong troubleshooting skills with Mobile Devices & Handhelds (iPads, iPhones & Android Devices), setup, activation and performance issues
* Hands on knowledge of Group Policy settings and controls, Active Directory, Citrix Presentation Layer and Receiver, and remote access
* Familiarity with Endpoint Management Software - SCCM 2012, Ivanti UEM
* General network concept troubleshooting skills needed: Proxies, VPN, LAN/WAN, DHCP, printer queues, etc.
* Experience managing incidents, requests, and maintaining SLAs within ServiceNow or similar enterprise ticketing tool
* Strong understanding of Audio/Video equipment and conference room setup
* Knowledge of VoIP Telephony support, Cisco UC preferred
* Ability to manage IT / Desktop initiatives and organize projects
* Solid technical and analytical skills required
* Strong customer service skills. Needs to be diplomatic and customer service focused; ability to manage key stakeholders in positive, poised and effective manner
* Proven experience effectively communicating issues/challenges and solutions to the business
* Ability to work independently and take ownership
* Strong team contributor, developing individual and other's skills
* ITIL Certification preferred

Bachelor's degree or comparable work experience


* Approximately 10% travel required.

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