Desktop Technical Support Analyst - Stamford - OSAM

O’Shaughnessy Asset Management (OSAM) is owned by Franklin Templeton, a diversified firm that spans asset management, wealth management, and fintech, giving us many ways to help investors make progress toward their goals. With clients in over 150 countries and offices on six continents, you’ll get exposed to different cultures, people, and business development happening around the world.
O’Shaughnessy Asset Management is a research and money management firm based in Stamford, Connecticut operating autonomously and backed with global, enterprise resources. Their approach to managing money is transparent, logical, and completely disciplined, leading to long‐standing relationships with clients. OSAM is a leading provider of Custom Indexing services via its Canvas® platform which offers financial advisors an unprecedented level of control and ease in creating and managing personalized separately managed accounts (SMAs) that target improved after-tax outcomes.
For more firm information, please visit www.osam.com

This position requires 5 days per week on-site in our Stamford, CT office and occasional after-hours support for moves and changes.

We are unable to offer visa sponsorship/transfer for this position at this time.

What is the Consumer Support Front Office team responsible for?

Our Consumer Support Front Office team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase and enhance our users’ experience through the ability to self-service and automate contacts, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

What is the Desktop Technical Support Analyst responsible for?

Provide desktop support for Franklin Templeton employees which includes addressing technical issues, requests, and support of our IT Infrastructure.

What are the ongoing responsibilities of the Desktop Support Analyst?

• Provide on-site technical support and customer service for the Stamford, CT office; support and maintain effective relationships regarding operating systems, applications, mobile devices, new technologies, and communications infrastructure

• Build customer relationships with senior-level employees and administrative support teams in the office

• Address technical issues in a timely manner and provide concise and timely updates

• Address issues that arise within the Stamford, CT office and tickets routed from the service desk

• Coordinate, set up, and support technologies used in Conference Rooms

• Provide Audio Visual Support for internal meetings

• Provide quick and efficient resolution while minimizing disruption to the customer

• Actively participate in team meetings

• Order and maintain inventory of IT assets

• Project work related to acquisitions and integration of companies

• Coordinate and support office moves and user restacks

• Act as an advocate for the customer within IT and with outside technical groups

• Escalate issues to the appropriate teams and drive to closure

• Manage the ticketing queues to ensure issues are prioritized and actioned

What ideal qualifications, skills & experience would help someone to be successful?

• Bachelor’s degree in computer science or related field

• Minimum 3 years of experience in a technical support/helpdesk, high profile customer service environment.

• Highly proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies

• Availability to provide support outside business hours

• Microsoft/A+ or Networking+ Certification a plus

• Excellent skills and abilities in organization, planning, multi-tasking, and flexibility

• Excellent communication and interpersonal skills

• Good problem-solving and critical thinking skills

• Ability to actively participate as part of a team as well as work independently

• Strong service delivery and customer management skills

• Preferred Qualifications:

• Experience supporting multiple facets of the business in a corporate environment

• Experience using ServiceNow Ticketing system

Franklin Templeton offers employees a competitive and valuable range of total rewards—monetary and non-monetary—designed to support the whole person and to recognize their time, talents, and results. Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks. There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience. At Franklin Templeton, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation. We expect the salary for this position to range between $75,000 and $85,000.

#LI-Onsite

#ASSOCIATE