IT Service Desk Associate

hace 2 semanas

San Isidro, Costa Rica Fisher Investments A tiempo completo

Overview
The Opportunity:
The IT Service Desk Associate provides in-depth desktop support to Fisher Investments and its employees. You will oversee troubleshooting, diagnosing and resolving complex PC and network problems. They are also a resource and first point of escalation to IT Service Desk Associates. You will report to the Team Leader.

The Day-to-Day:

  • Provide tier 1 and tier 2 support to end-users (onsite and remote)
  • Perform installation, repair, and preventative maintenance of end-user software and hardware
  • Racking, installation and maintenance of data center hardware
  • Infrastructure cabling
  • Establish network connectivity and hardware and software configuration
  • Support third-party software applications
  • Support mobile phones and tablets
  • Support A/V Equipment
  • Responsible for tracking, resolving, or escalating all incidents and requests in ServiceNow appropriately
  • Complete physical end-user inter- and intra- office relocation services
  • Responsible for software pushes and desktop imaging
  • Help develop and improve the Service Desk's efficiency and customer service rating
  • Orders equipment and services for employee business usage
  • On-call and after hours support
  • Vendor Management

Your Qualifications:

  • Bachelor's degree, technical certifications or combination of education and hands-on experience required
  • 3-5 years' experience in IT and Infrastructure and Operations preferred
  • A+ Certification preferred
  • Expertise in Problem Management, Incident Management, Configuration Management, and the overall Information Technology Infrastructure Library (ITIL) framework a plus
  • Familiarity with Data Centers and IDFs
  • Experience in decision-making/troubleshooting
  • Excellent customer service skills required
  • Answer telephone and respond accurately to inquiries
  • Prioritize work based on our needs
  • Professionally work through requests of end-users
  • Exemplary written and verbal communication skills

Why Fisher Investments Costa Rica:
At Fisher Investments Costa Rica, we work for a bigger purpose: bettering the investment universe. From unmatched service to unique perspectives on investing, it's the people that make the Fisher purpose possible. And we invest in them by offering exceptional benefits like:

  • 100% paid premiums for our top-tier supplemental healthcare plan (includes medical, dental, vision) for employees and their qualified dependents
  • Employer-paid $10,000 life insurance policy
  • 15 days of annual leave, plus up to 10 paid holidays
  • Employee Assistance Program and other emotional wellbeing services
  • $10,000* fertility, hormonal health and family-forming benefit
  • A collaborative working environment that practices ongoing training, educational support and employee appreciation events
  • This is an in-office role.
  • Employees residing outside of the US will be eligible for the $10,000 equivalent in their local currency.

FISHER INVESTMENTS COSTA RICA IS AN EQUAL OPPORTUNITY EMPLOYER

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