Technology Associate Level 2 – Bel Air Investment Advisors

Our Story
Founded in 2008, Hightower is a wealth management firm that provides investment, financial, and retirement planning services to individuals, foundations, and family offices, as well as 401(k) consulting and cash management services to corporations.

Hightower’s capital solutions, operational support services, size, and scale empower its vibrant community of independent-minded wealth advisors to grow their businesses and help their clients achieve their vision of “well-th.

rebalanced.” Based in Chicago with advisors across the U.S., the firm operates as a registered investment advisor (RIA).
Your Future Team
The Information Technology
– Services Department contributes to the success of Hightower by delivering innovative technology and best-in-class customer service to the organization.

IT Services contributes to business technical support, New Hire Onboarding/Termination, the development of enterprise solutions, and more.
Adaptable.

You have the instinctive need to achieve objectives despite the hurdles that may come along the way.

You are comfortable working in a fast-paced environment and adjusting to dynamic change.
Agile.

You are comfortable navigating ambiguity and working with competing priorities.

You maintain composure and remain positive under pressure even in complex situations.
Team player.

You love collaborating and sharing ideas.

You’re ready to roll up your sleeves, trust your teammates, and support as needed.
Highly Organized.

You know how to manage multiple projects and prioritize appropriately.

You create clear and logical systems and processes to support your work and that of the organization.
Clear communicator.

You communicate clearly and concisely.

You’re great at getting and giving respectful and productive feedback to candidates and colleagues.
What You’ll Do
The Service Desk is the single point of contact for all issues and requests.

Level 2 will perform as a lead/escalation point for the Service Desk Agents while also acting as an interface between the end-users and the IT support teams.

A successful candidate will be detail-oriented, outgoing, and comfortable working with all levels of corporate/field personnel as well as possess the ability to learn quickly and manage multiple priorities.
Provide outstanding customer service and a positive support experience by interfacing directly with end-users on issues, requests, and inquiries while communicating in a clear and concise manner
Provide incident management for escalated issues related to hardware and software for laptops, mobile devices, desk phones, smartphones, and related peripherals, prior to escalation to Level 3, management, or other resolver groups.
Responsible for fulfilling requests related to onboarding and offboarding, new computer set-ups, software installations, permissions, configurations, etc.
Accurate ticket entry for issue resolution to aid in incident management.

Manage the life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements.
Coach, mentor, and train junior team members regarding incidents, requests, set-ups, processes, and ticket handling.

Share best practices.

Monitor and delegate tickets and tasks.

Act as outage coordinator when necessary.

Act as the escalation point for junior team members.
Inspect equipment for initial set-ups, configurations, installations, upgrades, repairs, etc.

Work with vendors to evaluate hardware and software issues.

Pick up or deliver equipment as required.
Perform intermediate actions and utilize tool kits to correct problems based on knowledge of operating systems, software, viruses, and malware.
Research issues utilizing a variety of resources; maintain a level of knowledge of desktop operating systems and support standards.

Document knowledge through KB articles, tech tips, etc.
Research and evaluate new technologies related to computer hardware, software, and mobility.
Participates in Continuous Process Improvement in conjunction with IT Service Manager by performing quality checks and assisting with trend analysis for proactive incident definition.
Participate in the design, configuration, testing, and deployment of corporate computer deployments.
Perform Level 2 system administration, application testing, and monthly maintenance, as well as documentation in accordance with best practices and internal procedures.

Provide backup to other IT staff, as assigned.
Assist with documenting repeatable processes and procedures utilizing process improvement best practices, as it relates to technical support functions.
Demonstrate a willingness to grow yourself and the team through collaboration and training tools
Participate in projects as assigned.
Participate in on-call rotation.
Perform other duties as assigned.
Some travel may be required
What You’ll Bring
Bachelor’s degree in Computer Science, Management Information Systems preferred
5 years + of Service Desk or Desktop Support experience
Microsoft Windows (Windows 7 / 10)
Microsoft Office and other productivity software
Mac OS
Ticketing systems
Intermediate knowledge of TCP/IP networks
Intermediate experience with imaging and deployment tools CompTIA A+ or Network+ Microsoft Desktop certifications preferred
Macintosh certification preferred
ITIL Foundations v3 certification preferred
What We Offer
Coverage on the first day of employment for medical, dental, and vision insurance
401k Matching Plan
Paid Parental Leave
Student Loan Assistance
Pet Insurance
Flexible PTO Plan
Flexible Benefits (FSA, Pre-tax transportation, HSA Employer Contributions)
AN EQUAL OPPORTUNITY EMPLOYER: Hightower is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, sexual orientation, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age (over 40), physical or mental disability, medical condition (cancer-related), gender identity or expression, genetic information including sickle cell or hemoglobin C trait, or any other consideration made unlawful by applicable federal, state, or local law.
You are a U.S.

citizen, U.S.

permanent resident or possess other unrestricted U.S.

work authorization and will not require sponsorship for U.S.

work authorization now or anytime in the future.
Hightower requires proof of COVID-19 vaccination for all employees.

Reasonable accommodations will be considered and reviewed for approval.

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