Chatham Financial · 9 hours ago
Senior IT Operations Analyst
New York, United States
Full-time
Onsite
Senior LevelChatham Financial is the largest independent financial risk management advisory and technology firm. The Senior IT Operations Analyst will be responsible for responding to technical inquiries, providing excellent customer service, and ensuring effective resolution of end user issues while collaborating with various IT teams.
AccountingFinanceFinancial Services
Responsibilities
Respond to Chatham employees’ inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
Exercise conversational information gathering techniques demonstrating strong call control and engendering trust
Provide world class customer service through first call resolution when possible
Document every correspondence with end-users clearly and concisely
Properly escalate incoming requests to the appropriate team when necessary
Partner with IT Operations Analysts to advance their knowledge and troubleshooting skills
Perform audits to ensure data collected in tickets is accurate
Deliver timely, accurate and actionable information to IT teams as appropriate
Improve upon and refine customer service knowledge and techniques through ongoing training
Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries and pass this information on to appropriate teams
Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations and policies
Administer various systems concerning issue tracking, end user account management, inventory, procurement, and knowledge base articles
Qualification
Required
Must enjoy working with people
Comptia A+ certification or equivalent experience
Professional demeanor, strong work ethic
Strong ability to understand conversational cues and react accordingly
Genuinely helpful and empathetic
Truly driven to do excellent work and impress through every interaction
Ability to recognize patterns and extrapolate information
Ability to follow standard procedures routinely to guarantee accuracy of work
Strong verbal and written communication skills
Ability to build positive working relationships with end users and your team
Microsoft Active Directory and Powershell experience
Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
Ability to meet critical deadlines in dynamic, rapidly changing environment
Ability to focus in an open environment. We do not have cubicles
Self-motivated, resourceful, productive on teams as well as independent work
Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
Track record of successful high impact decision making
Must be willing and able to take an after-hours on-call shift that rotates around entire IT Support team 1 week at a time
Preferred
Interest in Networking and Information Security is a plus
Advanced computer skills helpful
Solid proficiency in Microsoft Office or O365 Suite
Company
Chatham Financial
Chatham Financial is the largest independent financial risk management advisory and technology firm.
Founded in 1992
501-1000 employees
H1B Sponsorship
Chatham Financial has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (8)
2023 (12)
2022 (10)
2021 (7)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Matthew Henry
Managing Partner & CEO
Bill Schultz
Chief Digital Officer
Recent News
2025-02-19
Real State Capital Europe
2024-10-18
Company data provided by crunchbase