Technical Support

• The team provides 24x7 support to C-level executives and their executive assistants, handling tasks such as installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software
• The team is skilled in supporting a wide range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks
• Support is provided in person, by phone, or email, and includes phone/remote support, desk-side support, break/fix, move/add/change, AV support, and more
• Other tasks include user outreach, asset tracking, and vendor coordination

• Respond to user inquiries, email, or phone-generated support calls
• Escalate high-impact problems while maintaining responsibility
• Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS
• Support BlackRock Dell PCs, laptops, chrome books, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment
• Understand and support in-house applications
• Provide tech solutions and guidance to users at all levels
• Build and install hardware in accordance with the lifecycle program
• Manage inventory and assets
• Assist with any other IT support elements when required
• Assist with project delivery tasks as needed
• Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software
• Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service
• Participate in disaster recovery planning and testing
• Write technical support documentation and share knowledge with the team
• Occasional travel may be required, including travel support and high-risk travel
• Must be comfortable with being on call and providing weekend support
• Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams
• Experience with: Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell/Mac/Apple hardware
• Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector
• Event support and sophisticated home networks
• Proactive support, including tools such as Splunk and Control Up
• Supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through the use of password managers
• Satellite communications, Star Link, and burner devices

Experience with aircraft and aviation hangar support

• Annual discretionary bonus
• Healthcare
• Leave benefits
• Retirement benefits
• Strong retirement plan
• Tuition reimbursement
• Comprehensive healthcare
• Support for working parents
• Flexible Time Off (FTO)