Senior IT Desktop Support

Let’s be #BrilliantTogether

ISS Stoxx is hiring! The Sr. Desktop Technical Services role is a key contributor to ISS’s global customer support organization. The position delivers high quality services to ISS and joins our IT team providing technical support. The position will be based in Washington, DC and provide local and global remote support as available to other ISS offices across US, EMEA and APAC.

Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of a highly engaged communicator, technical expert, team leader, and a problem solver.

A successful Technical Services team member is people-orientated and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner within person interactions, on the phone, through chat vehicles, and remote connections. This position must be able to quickly and independently analyze each situation presented to them to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, this candidate should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling those issues without having to escalate them to management for handling. Solid technical expertise, willingness to learn and excellent customer care skills are essential for this role.

KEY RESPONSIBILITIES

• Foster an engaging, proactive, and collaborative service department that is closely partnered, with the business and IT departments.
• Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.
• Support multiple office locations primarily Washington, DC.
• Provide advanced troubleshooting and resolution of desktop, laptop, and peripheral issues.
• Educate end-users on how to resolve various hardware and software problems.
• Develop and maintain checklists providing efficient and expedient access to solved technical issues.
• Assist users with accounts administration (unlocking, password changes) for various systems such as Active Directory and Office 365.
• Build, configure, and troubleshoot Mac and Windows 10/11 desktop and laptop hardware, load software, and conduct audits for unlicensed software using Lansweeper, Workspace One, Airwatch, Horizon, Auto Pilot /SCCM for imaging, software installation and inventory management.
• Support Office365, SharePoint, Exchange Online, and MS Intune for mobile phones.
• Accept user calls, manage submitted tickets and work queue, respond to work queues resolving issues in accordance with Service Level Agreements.
• Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.
• Set up and maintain Audio Visual equipment in main areas and conference rooms.
• Troubleshoot network, software, and printing issues.
• Work with vendor support to resolve technical problems with desktop computing equipment and software.
• Maintain and track hardware inventory and standards, working with procurement to purchase new hardware and software.
• Deploy and configure desktop and software MS Teams phones.
• Responds to work queues to process, route and/or resolve issues reported to the Service Center
• Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.
• Document IT desktop procedures as directed.
• Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.
• Apply a “business” focus to all assignments and responsibilities, measurement of results, and associated reporting.
• Other duties as assigned.
• Project Management: Lead and participate in IT projects, including rollouts, migrations, and upgrades. Collaborate with other IT teams to implement and support new technologies. Ensure projects are completed on time.
• Mentorship and Training:
  ◦ Mentor and train junior desktop support technicians.
  ◦ Develop and update technical documentation and knowledge base articles.
  ◦ Conduct training sessions for end-users on new technologies and best practices.

Desired Experience and Qualification:  

• 3-5 years’ experience in building, installing, configuring, troubleshooting, and supporting PCs and laptops.
• 5 years’ experience with 1st and 2nd level customer support and interaction, demonstrated excellent written and verbal communication skills.
• 3-4 years’ experience supporting Windows 10/11
• 3-4 years’ experience supporting Office 365 products.
• 3-4 years’ experience in a technical expert role. 
• Experience with Apple MacOS and management systems a plus.
• Experience with VMWare Horizon, WorkSpace One, and AirWatch a plus.
• Experience with MS Teams telephone systems a plus.
• Experience in scripting, especially Powershell, a plus.
• Experience in ServiceNow, Jira or similar service delivery applications a plus.
• Knowledge of various hardware platforms including Dell, Lenovo, HP, and Apple.
• Knowledge of and ability to support iOS and Android mobile devices.
• Knowledge of structured Service Desk functions and operation under ITIL framework.
• Excellent written and verbal communication skills, telephone manner and a friendly disposition.
• Able to define & document IT/Office Guides / Product support procedures as required.
• Able to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.
• Able to remain calm and focused in a highly pressurized and time-oriented environment
• Able to coordinate & prioritize effectively & efficiently.
• A+, MCSE, or other technology certifications a plus.
• Bachelor’s degree or equivalent work experience.
• Strong critical thinking, analytic and problem-solving abilities.
• Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.
• Ability to provide Total Call Ownership to include handling various customers’ personality styles, escalating issues as appropriate and providing the necessary follow up before incidents are closed.
• Show initiative when attempting to resolve incidents and requests to provide the best service possible; learn new concepts and business processes rapidly, and with enthusiasm to deliver high quality service.
• Strong critical thinking, analytic and problem-solving abilities.
• Able to remain calm and focused in a fast paced, high pressure, and time-oriented environment.
• Ability to coordinate and prioritize effectively and efficiently

The Washington, DC expected base pay range is $65,000 - $80,000 per year. Exact compensation may vary based on skills, experience, and level of education.

The role is bonus or sales incentive eligible.

#LI-JB1 #IT #MIDSENIOR

What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

We are proud to offer the following featured benefits 

• Medical, Dental, and Vision coverage
• 401(k) with a company match up to 9%, including a Safe Harbor contribution
• Flexible Spending Account (FSA) and commuter benefit programs
• Generous paid time off
• Volunteer Day
• Paid parental leave
• Hybrid working options

Institutional Shareholder Services Inc. (ISS) is an equal employment opportunity employer and does not discriminate against any employee or applicant because of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements. For more information, please view https://www.dol.gov/agencies/ofccp/posters.

ISS is committed to complying fully with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local laws. ISS is also committed to ensuring equal opportunity in employment for qualified person with disabilities. ISS prohibits discrimination against applicants and employees on the basis of disability as it pertains to the job application and hiring process and other terms and conditions of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact [email protected]. This email is created exclusively to assist disabled job seekers where disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages sent for other purposes, such as following up on an application or other technical issues not related to a disability, will not receive a response.