173383 Helpdesk Support Specialist

Helpdesk Support Specialist
This is an application support role and NOT a desktop support role. This is a customer facing role and you will provide application support to Investment Professionals within Asset Management.
Location: Merrimack, NH
First shift ( supporting 7am-7pm)
- Outstanding interpersonal skills – both written and verbal.
- Ticketing system experience (Servicenow preferred)
Any combination of tech skills below:
- SQL
- monitoring and alerting tools
- AWS
Helpdesk Support Specialist to work in Merrimack, NH.Team/RoleWe are looking for a highly motivated individual to support our Asset Management' Quantitative Research and Investments (QRI) business and technology teams. The QRI Helpdesk is the main contact for QRI business for technology issues impacting day to day business operations.
In this role within Enterprise Infrastructure & Operations, you will be responsible for Level-1 Production Support which involves phone / email support, creation of tickets, providing first level of incident triage and working with multi-functional teams to mitigate the issue, performing start of day checks for critical applications & onboarding access for new business users.The Expertise You Have and The Skills You Bring

• Bachelor's degree preferred in Computer Science, Information Systems, or related subject area.
• Experience supporting Asset Management and/or Investment Management Technology platforms and users preferred.
• Outstanding interpersonal skills – both written and verbal. Assumed here is the ability to discern when and how widely to communicate status updates (based upon the details of the incident and the business environment at the time).
• Experience driving major incidents involving multi-functional teams. Develop communications to keep the business and technology teams informed. Participates in root cause identification and problem management discussions.
• Experience with systems administration and managing physical and virtual desktops, active directory services, and cloud hosted services.
• Experience supporting databases, applications, and infrastructure in an AWS Cloud environment.
• Experience writing SQL queries and using any of the monitoring and alerting tools like Splunk, Dynatrace, DataDog, AWS Cloudwatch.
• Good understanding and working knowledge of ITIL framework and ITSM practices.
• Experience with reporting tools like Tableau or PowerBI.
• Continuous improvement practice - Find opportunities for improvements that drive efficiencies, improve customer experience & reduce risk to production.