Guggenheim Investments · 11 hours ago
Service Desk - Tier 2
330 Madison Ave (10th Fl), New York City, NY,US
Full-time
Onsite
Mid Level
$90K/yr - $90K/yr
4+ years expGuggenheim Investments is seeking a Service Desk - Tier 2 professional to provide exceptional user support for employees experiencing technical challenges. The primary responsibility includes troubleshooting and resolving technical issues related to Microsoft 365 products, Dell desktops, and Cisco video conferencing equipment, while ensuring a positive and productive experience with technology.
FinanceFinancial ServicesVenture Capital
Responsibilities
Diagnose and resolve hardware, software, and network issues escalated from Tier 1
Provide advanced troubleshooting for applications and custom systems
Ensure resolution of issues related to desktop, mobile, VPN, and remote access
Escalate unresolved issues to Tier 3 or MSP/MSSP, ensuring smooth handoff and timely follow-up
Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues
Monitor & track incidents using ITSM tools (e.g., ServiceNow) to ensure adherence to SLAs
Conduct root cause analysis for recurring issues and recommend permanent solutions
Manage user accounts, permissions, and access requests across various systems
Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning
Provide support for SaaS applications
Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements
Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge base
Provide feedback and recommendations to improve existing documentation and training materials
Deliver high-quality customer service, maintaining professionalism and clear communication throughout interactions
Provide status updates to users and internal stakeholders regarding incident progress and resolution times
Support proactive monitoring of critical systems and services to identify potential issues before they impact users
Assist in implementing automated solutions to reduce repetitive incidents
Collaborate with cross-functional IT teams (network, infrastructure, cybersecurity) to resolve complex issues
Mentor and train Tier 1 support staff to improve their troubleshooting skills
Qualification
Required
4+ year of experience in a detail-oriented IT support role
Hands-on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure
Ability to trouble-shoot complex issues and take preemptive action
Strong communication skills with a focus on providing verbal and written narratives on the current and future-state of a roll-out to executives and end-users
Must have demonstrated experience managing multiple projects leveraging storytelling, gaining buy-in, and translating technical topics to a wider audience
Important competencies include building relationships, communication, and problem solving
Bachelor's degree or equivalent experience
Preferred
Ability to establish and communicate a vision, solve problems from an elevated level, and be deeply involved in processes, systems and service delivery details
Strong interpersonal skills with a collaborative approach to teamwork
Ability to prioritize tasks effectively in a fast-paced setting
Willingness to provide occasional after-hours support and travel domestically
Company
Guggenheim Investments
Guggenheim Investments is the global asset management and investment advisory division of Guggenheim Partners.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Anne Walsh
Chief Investment Officer of Guggenheim Partners Investment Management
R
Robert Zable
Global Head of CLOs and Liquid Loans at Guggenheim Investments
Recent News
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