Support Analyst (Desktop and Application)

Chicago, IL 60606

Posted: 10/07/2019 Category: Support Job Number: 12348


Support Analyst (Desktop and Application)


Position Summary:  The goal of the Level 1 team is quality and efficient customer service that strives for high first call resolution (FCR) metrics. The Level 1 Support Analyst is responsible for enterprise level support across all areas of technology needed to successfully run our business (e.g., computer workstations, laptops, mobile devices, video equipment, printer technology, application software, etc).  Furthermore, in this support position the candidate will be required to maintain, triage, and make minor enhancements to applications to achieve the business objectives of Harris Associates.


The position will require the candidate to communicate with both internal resources and those of third party vendors, as well as understanding key business processes, along with the corresponding technology and business SLAs and expectations. Implementing changes approved by the Change Advisory Board and supporting those changes will be a key factor of this role.  Our client is a top tier global investment management firm with 24 hours x 6 day trading operations. Therefore, this position will be involved in after-hours support rotations and occasional after-hour work assignments. Skills related to ITIL methodology are critical. Having a strong knowledge of the securities industry are also very important.


Responsibilities and Requirements:


  • Analyze and identify methods to reduce maintenance time of existing processes
  • Ability to contribute and maintain knowledge base (KB) articles that continuously improve first call resolution (FCR) metrics
  • Communicate with users and team members to provide timely updates and solutions for reported issues
  • Ability to provide an excellent customer service experience
  • Ability to cross train in functions across an IT team
  • Weekend maintenance will be performed at least once per month by each member of the team
  • Coverage of holiday support will be rotated among team members, as defined by the team
  • Implement updates that are approved by the Change Advisory Board


  • Proficiency with Microsoft products and platforms (e.g., Office, SharePoint, etc)
  • Basic Knowledge of networks, infrastructure, messaging, and printing
  • Intermediate knowledge of Microsoft Active Directory tasks
  • Troubleshooting issues related to security operations (e.g. a/v issues, phishing, etc)
  • Troubleshooting issues related to desktop hardware (e.g., network connectivity, video conferencing/collaboration, telephony issues, and peripheral device malfunction, etc)
  • Triage, analyze, and document solutions to remediate incidents related to software
  • Installing, configuring, maintaining and supporting all hardware and software
  • 1+ years application support and legacy code maintenance experience
  • 1+ years T-SQL and SSIS (ETL) on SQL Server 2005, 2008, and/or 2012
  • 1+ years .Net framework (4, 4.5), focusing on C#, LINQ.
  • 1+ years supporting and understanding web applications, including IIS
  • Familiar with Microsoft System Center Configuration Manager (preferred)


Major Accountabilities
  • Ensure Level 1 ticket queues are setup for success within our defined SLA each day
  • Ensure calls are completed in a timely fashion, meeting our defined SLAs, and our customers are happy with the service provided
  • Ensure follow-up is simple, concise, and limited to only what is necessary to complete the ticket with high quality and efficiently
  • Escalate tickets to level 2 in an appropriate and timely manner
  • Implementation of changes approved by the Change Advisory Board


General Education, Qualifications, Skills, and Experience
  • BA/BS Degree in relevant technology field
  • Proven ability to effectively work with team members and business users
  • Must be a team player with very strong interpersonal, communication, organizational, and writing skills
  • A genuine desire to provide the best customer service experience
  • Experience being resourceful and able to perform as priorities change rapidly
  • Experience with ServiceNow ticketing system
  • Experience with web services (SOAP, WCF, REST, WSDL)
  • ITIL, Microsoft Certification, or industry relevant technology (preferred)
  • Experience in software packaging, testing, and deployment (preferred)
  • Experience with Atlassian tool set, including Jira and Confluence (preferred)
  • Experience with XL Deploy for software implementation (preferred)
  • Experience with scheduling systems, such as ActiveBatch (preferred)


Kelly Hallgren

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