End User Services Associate

About

The role of End User Services Associate will be responsible for providing 1st & 2nd line support to DTCC employees globally.

The Senior End User Services Associate will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLAs. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure and Printers. The End User Services Associate will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.

Responsibilities

• This position is for an Executive Service person dedicated to delivering the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite.
• The Executive Service professional is responsible for the ongoing support of senior members of the firm.
• Executive Service professionals serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have.
• Executive Service professionals must understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each.
• Executive Service professionals will also be required to liaise with other teams in order to research, understand and implement standard and non-standard solutions.
• Executive Service coverage would include on-call rotation during off-hours in order.
• Executive Service professionals are also expected to travel to other offices and locations in order to provide offsite support when required.
• This includes incidents/problems, requests and communications, standard or non-standard.
• Given the demanding nature of the position and level of the users supported, Executive Service professionals must have deep technical solve abilities.
• They are expected to demonstrate ownership and manage incident resolution from end-to-end, marshalling firm resources to provide resolutions and information in a highly adaptable manner.
• In addition, Executive Service professionals need to be able to advance and provide transparency, as appropriate, to senior Technology management.

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success

• Technical capability to diagnose and determine root cause.
• 3 years exeperience supporting MacOS
• Experience using Zscaler, Trellix Encryption and Antivirus
• Advance knowledge of Virtual Desktop Infrastructure (VDI), Virtualization (VMware\Citrix), vSphere Client support
• Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite
• Excellent knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support
• Excellent verbal and written communications skills.
• Support experience in a complex environment.
• Experience in the Financial industry is a plus.
• ServiceNow and SCCM experience is a plus.
• AI experience is a plus.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.