Service Desk Associate – Level 2Houston, TX, USA Los Angeles, CA, USA Req #258 Friday, March 5, 2021The FirmFounded in 2008, Hightower is one of the industry-leading financial services firms providing objective wealth management advice supported by a comprehensive platform, compelling brand, and inspiring culture. The company’s distinct brand of wealth management empowers both investors and advisors, providing a true fiduciary standard of care for the investor and comprehensive support for the independent advisor.The RoleThe Service Desk is the single point of contact for all issues and requests. Level 2 will perform as a lead/escalation point for other Service Desk Agents while also act 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.Duties and Responsibilities: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 mannerProvide incident management for escalated issues related to hardware and software for laptops, mobile devices, desk phones, smart phones, 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 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 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 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 Continual Process Improvement in conjunction with IT Service Manager by performing quality checks and assist 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 toolsParticipate in projects as assigned.Participate in on-call rotation.Perform other duties as assigned.Some travel may be requiredRequired Qualifications and Technical Skills:Bachelor’s degree in Computer Science, Management Information Systems, or related degree strongly preferred.5 years + of Service Desk or Desktop Support experienceMicrosoft Windows (Windows 7 / 10)Microsoft Office and other productivity softwareMac OSTicketing systemsIntermediate knowledge of TCP/IP networksIntermediate experience with imaging and deployment toolsCertifications:CompTIA A+ or Network+Microsoft Desktop certifications preferredMacintosh certification preferredITIL Foundations v3 certification preferredOther detailsPay Type Hourly