Job Directory End User Support Specialist

End User Support Specialist
San Francisco, CA

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About

Job Description

Company Overview

Company Description:

AB is a leading global investment-management and research firm with more than $500 billion in assets under management and a presence in 22 countries, with more than 3,400 employees worldwide. We serve clients ranging from institutions to individuals and private clients, and we offer independent research, portfolio strategy and brokerage-related services tailored to our clients' unique needs. With forward-looking perspective and expertise in equities, fixed-income, alternatives and multi-asset strategies, more than 500 investment professionals collaborate to share ideas and make connections across disciplines, geographies, asset classes and sectors. These collective insights drive innovation and better solutions, helping us keep our clients AHEAD OF TOMORROW®..

IT Group Description:

The Corporate Technology Services (CTS) organization is responsible for AB's end user technology, workplace technology, and corporate systems. CTS is a face-to-face client focused organization that works closely with all IT counterparts, as well as the business to deliver enterprise wide products, services, and support. Teams within CTS include End User Technology, the IT Service Desk, Service Delivery Management, Corporate Financial Systems, Corporate Systems, Audio Visual Services, IT Product Management, and Technology User Experience. CTS is a global organization of 150+ members located across 25+ AB offices and reports to the Chief Technology Officer.

Responsibilities

Responsibilities Include:

* Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, product and service feedback ensuring ongoing enhancements to AB's technology.
* Respond and proactively address employees' technology questions regarding computer systems, telecommunication devices, and software programs.
* Provide individual and group technology training sessions to staff. Deliver best practices for new and existing hardware and software technology releases. Train new hires on AB technologies required for their role.
* Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.
* Perform ordering, installation, and maintenance of physical computers, thin clients, virtual machines, and related hardware and software. Install and support desktop IP telephony and telecommunications equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed.
* Actively update and maintain inventory management, request, incident and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques.
* Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest.
* Coordinate efforts with technology staff from other AllianceBernstein technology departments. Act as liaison between the staff and these various groups. Communicate technology changes and needs to all parties
* Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.
* Understand the evolving technology needs of the business units in the offices/floors of support. Provide custom technology-based solutions for the office as needed. Provide written training for staff on software/technology issues on a regular basis.

Describe the applications and business or enterprise functions the role supports:

* This role will be responsible for the delivery, adoption, and support for all end user and workplace technology across the Texas region of offices as well as backup support for west coast based offices. These include, but are not limited to, the desktop computing environment (Citrix virtual desktop, Office 365, Windows and Apple OS, etc.) mobile and BYOD devices (MobileIron, iOS, Android, Chromebooks, etc.), communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, and all desktop software. The role will work with users from all business units at AB.

What makes this role unique or interesting?

* This role is business aligned and provides the opportunity to be closely involved with every aspect of the business and IT understanding how technology impacts our business as well as contribute to the products and services that will improve their business. This role also allows for travel to the satellite offices.

Qualifications

We are seeking an San Francisco based End User Support Specialist to join our End User Technology Team. The successful candidate will be responsible for educating, instructing, and supporting AllianceBernstein staff on all Enterprise and workspace technology used at AllianceBernstein. The candidate will be expected to build strong relationships with the business staff and management while collaborating with other IT staff and groups to provide support and knowledge to users. This is a client facing role which will have daily interaction with AB staff across all businesses for San Francisco as well as providing support for other west coast locations.

Qualifications, Experience, Education, Skills:

* Bachelor's degree and/or relevant experience
* 2 - 10 years related experience but an exceptional candidate outside this parameter is acceptable
* Proven track record of supporting demanding, high energy users in a fast-paced environment
* Demonstration of strong verbal and written communications skills in a professional corporate environment
* Strong executive presence and high energy

Special Knowledge:

* Excellent interpersonal and communication skills. Strong business and technical writing skills. Experienced in delivering technical training.
* Strong understanding of IT Service Management practices. Experience in using ITSM programs and the use of ServiceNow.
* Excellent troubleshooting, technical/ creative problem-solving and analytical ability.
* Strong presence and presentation skills
* Knowledge of Windows Server. E.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares.
* Strong knowledge of Windows 7 and 10 operating systems
* Strong knowledge of Apple, Android, and Blackberry mobile devices
* Knowledge of Microsoft Active Directory and Active Roles interface
* Knowledge of Cisco desktop phones and features
* Knowledge of Virtual Desktop Infrastructure (VDI)
* Knowledge of PC & server hardware (Dell, Lenovo, HP) and peripherals

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