Our professionals balanceanalytical skills, deep market insight and independence to deliver solid,defensible analysis and practical advice to our clients. As an organization, wethink globally. We create transparency in an opaque world, and we encourage ourpeople to do the same. That means when you take your place on our team, you?lldiscover a supportive and collaborative work environment that empowers you toexcel. If you?re ready to share your perspective with the world, then you canmake a real impact here. This is the Duff & Phelps difference.
Atrue partner within the business, our IT team works globally as one cohesiveunit comprised of collaborative professionals who take pride in support andcustomer service. Core areas include solutions delivery and applicationdevelopment, network operations, workforce services and informationservices/knowledge management.
At Duff & Phelps, your work will helpprotect, restore and maximize value for our clients. Join us and together we?llmaximize the value of your career.
Provide Level 1 & 2 IT Technical support services, to all employees in Duff & Phelps Offices. This position will join a team based in Reston, VA to provide IT support for the USA Region, supporting offices remotely, by phone, or onsite. On occasion provide onsite IT support through site visits to other USA offices
Provide technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, Common off-the-shelf applications, SCCM Remote Connectivity Platform, network/local HP and Canon printers
Provide onsite, phone, and remote support to all employees
Tenacious logging of tickets and timely resolution of first-line issues, or escalation to other support teams.
Review incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR)
Ability to follow and improve ongoing Service Desk procedure documents and Knowledge Base
Provide after-hours and ?on-call? support, as necessary
Provide desktop/laptop break/fix/maintenance support
Provide support to growing mobility platform (iOS, Android and Windows based platform)
Troubleshoot, research and resolve escalated technical problems and incidents
Research new industry technologies and recommend proactive solutions within the environment
Act as local point-of-contact to Duff & Phelps offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
Troubleshooting of local and network HP printers and Canon/ShareScan machines
Working knowledge of internal applications such as Lawson, InterAction, Salesforce
Ability to work on projects and meet timelines a necessary
Minor after-hours and weekend work will be required
Minor traveling to regional offices may be required
Process Improvement: Identifies processes for improvement in daily work; educates new staff in team process
College education is required
MCAS, A+ and ITIL certifications are a plus
Previous experience in an Information Technology function
Ability to communicate and to interact effectively with co-workers and customers is required.
Experience of working in an ITIL based Service Desk
Ability to read, analyze, and interpret professional journals and technical procedures.
Ability to communicate effectively both orally, and in correct grammar writing, via weekly reports.?
Fluent in speaking, writing, and reading, English language
An active interest and passion for IT, besides regular office hours
Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly
Flexibility to schedule to cover all supported shifts within the office
Experience with creating standards and documentation
Extensive knowledge and experience with Windows based technologies including:
Windows OS 10
Hardware platforms including Lenovo?
Microsoft Back Office Applications such as SMS, Exchange and Terminal server
Outstanding troubleshooting skills in WAN/LAN/Desktop situations
Remote Connectivity tools such as SCCM
Microsoft Office Suite 365
BlackBerry Enterprise Server knowledge and troubleshooting of BlackBerry devices
Cisco Call manager and Cisco Unity Voicemail
Working knowledge of industry standard ticketing systems like Microsoft Service Manager
PC imaging via SCCM, and creating boot utilities
Ability to work both independently or as part of a project group, with time constraints
Strongly customer service oriented; organizational and communication skills, positive and can-do attitude
A technical troubleshooting and prioritization skills test will be part of the interview process.?
Inorder to be considered for a position at Duff & Phelps, you must formallyapply via careers.duffandphelps.jobs
Duff& Phelps is committed to providing equal opportunities in employment. Wewill not discriminate between applications for reason of gender, gender identity,race, religion, color, nationality, ethnic origin, sexual orientation, maritalstatus, veteran status, age or disability.
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