Associate, Technical Support

BlackRock is a leading investment management firm committed to helping people achieve financial well-being. They are seeking an Associate for Technical Support to provide 24x7 support to C-level executives and their assistants, handling a variety of end-user hardware and software issues.

Responsibilities

• 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 aircraft and aviation hangar support is a plus

Skills

• 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
• Experience with Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector
• Experience with Event support and sophisticated home networks
• Experience with Proactive support, including tools such as Splunk and Control Up
• Experience with 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
• Experience with Satellite communications, Star Link, and burner devices
• Experience with aircraft and aviation hangar support is a plus

Benefits

• An annual discretionary bonus
• Healthcare
• Leave benefits
• Retirement benefits
• A strong retirement plan
• Tuition reimbursement
• Support for working parents
• Flexible Time Off (FTO)

Company Overview

Company H1B Sponsorship