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    Technical Support Specialist - New York, United States - Riverside

    Riverside
    Riverside New York, United States

    3 weeks ago

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    Description

    **Technical Support Specialist**

    The Riverside Company is a global private equity firm with $12 billion in assets under management and an international portfolio of more than 100 portfolio companies. Riverside started as a one-person operation in 1988, and has grown to include offices in North America, Europe and the Asia-Pacific region staffed with more than 300 locally based team members. Riverside has a fast-paced environment and a culture of openness. For more information, visit

    **Job Function**

    The Technical Support Specialist (TSS) will work under the supervision of the Managing Director, Technology and closely with other Technical Support Specialists. The TSS will assist the IT team by providing technical support to Riversiders across the globe and with responsibilities ranging from support requests, to inventory tracking, to troubleshooting connectivity issues.

    The job responsibilities may be changed or expanded at will and are expected to expand in conjunction with experience and the firms needs.

    The IT team prides itself on superior customer service, integrity, collaboration, and their ability to build strong relationships and add value to colleagues and portfolio companies.

    **Essential Functions**

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties, responsibilities, and activities may change at any time with or without notice.

    Provide excellent local and remote technical support for a firm of ~350 end users across the globe

    Manage queue of support requests tracked in an enterprise service desk, updating and closing incidents in a timely fashion

    PC setup/deployment and software installations/upgrades

    Inventory tracking through lifecycle of assets

    High-touch support for video conferences

    Support mobile devices (iOS and Android)

    Troubleshoot remote connectivity issues, including VPN and Citrix access

    Document internal support procedures and knowledgebase articles

    **Requirements/ Skills**

    2 years IT support experience preferred but entry-level candidates will also be considered

    Experience working with and supporting all levels of an organization including C-level staff

    Knowledge of PCs, networking, and A/V technologies, including Windows workstation OS

    Knowledge of LAN/WAN technologies

    Knowledge of client-side DNS, DHCP, DFS, and GPO services

    Knowledge of Active Directory user and group administration

    Excellent written and verbal communication skills

    Ability to work independently and as part of a team

    Ability to multi-task as well as prioritize and organize work

    Proven analytical and problem-solving abilities

    Self-motivated and eager to learn

    Strong customer service, troubleshooting skills, and work ethic

    Professional demeanor and appearance

    Strong follow-up and follow through skills, specifically on any outstanding issues with staff or members regarding status and closure of incidents/requests

    **Relevant Technologies**

    Windows Desktop Operating Systems (Windows 10)

    Microsoft Office 365 suite of products

    Zoom Cloud Video & Voice Administration

    Okta Identity Management

    Maas360 Mobile Device Manager

    Citrix client access

    ESET Anti-virus, Sophos Disk Encryption, BeyondTrust Privilege Management

    Mimecast Email Gateway and Archive

    Polycom and Cisco Endpoint Cameras

    **Job Type:** Full-time

    **Reporting Structure:** Reports to Managing Director, Technology

    **Required education:** Bachelor's Degree preferred

    **Required experience:** 2 years of professional IT support experience

    .

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