Join the INTERACTIVE BROKERS Team!

Essential Job Functions:

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs.
• Use all means possible to assist users, including phone, email, in-person, or remote support tools.
• Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, and hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate the root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
• Documents issue resolution to the department knowledge base for reference in future incidents and contributes to the creation of self-help articles for employee access.
• Provide timely updates of all activity for assigned incidents, including user contact attempts and issue resolution details within the incident management system, escalating incidents to other support teams where necessary.
• Participates in department or firm-wide projects as instructed by IT Department management.
• Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
• Interfaces with employees, supervisors, directors, and C-level executives, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations professionally.
• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all organizational levels.
• Participates in the schedule as assigned to provide coverage.

Knowledge, Education and Skills Required:

• Associate's Degree in Computer Science or equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities preferred.
• A+, Network+, Microsoft, and VMWare certifications are preferred but not required.
• Minimum one year of technical support experience.
• Possess strong skills in organizing, prioritizing and multitasking.
• Is expected to be a team player who shares knowledge for collective growth.
• Able to communicate technical terms to non-technical stakeholders.
• Must have strong interpersonal, communication (written and oral), and client service skills.
• Pays close attention to detail, displays flexibility, works independently and is a demonstrated self-direction/self-starter.
• Display resourcefulness when solutions are not evident and take the initiative to address problems independently.
• Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.

Technical Experience Required:

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT.
• Strong understanding of the Microsoft Office suite.
• Working knowledge of TCP/IP protocol stack and Wi-Fi.
• Working knowledge of DNS and DHCP.
• Working knowledge of supporting PCs in a domain environment.
• Working knowledge of Office 365 cloud application suite.
• Working knowledge of desktop imaging, application deployment, and hard drive encryption.
• Working knowledge of active directory, domains and group policies.
• Windows server experience is a plus.