Technology Associate - Level 2

Our Story
Founded in 2008, Hightower is a wealth management firm that provides investment, financial and retirement planning services to individuals, foundations, and family offices, as well as 401(k) consulting and cash management services to corporations. Hightower's capital solutions, operational support services, size and scale empower its vibrant community of independent-minded wealth advisors to grow their businesses and help their clients achieve their vision of "well-th. rebalanced." Based in Chicago with advisors across the U.S., the firm operates as a registered investment advisor (RIA).
Your Future Team
The Technology Associate - Level 2 will help guide how technology can be reshaped to support our growing and evolving business. The Level 2 will perform as a lead / escalation point for other Technology team members while also act as an interface between the end-users and the IT support teams.
What You'll Do
Hightower is looking to add a Technology Associate - Level 2 resource to help support all aspects of its Technology Support processes.

• Provide outstanding customer service and a positive support experience by interfacing directly with end users on issues, requests and inquiries while communicating in a clear and concise manner
• Provide incident management for escalated issues related to hardware and software for laptops, mobile devices, desk phones, smart phones, and related peripherals, prior to escalation to Level 3 / management, or other resolver groups.
• Accurate ticket entry for issue resolution to aid in incident management. Manage life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements.
• Coach and train junior team members regarding incidents, requests, set-ups, processes, and ticket handling.
• Share best practices. Monitor and delegate tickets / tasks.
• Act as outage coordinator. Escalate issues for junior team members.
• Inspect equipment for initial set-ups, configurations, installations, upgrades, and repairs.
• Work with vendors to evaluate hardware and software issues. Pick up or deliver equipment.
• Lead intermediate and advanced troubleshooting using knowledge of operating systems, viruses, and malware.
• Research issues using a variety of resources; maintain level of knowledge of desktop operating systems and support standards. Document knowledge through KB articles, tech tips.
• Participates in Process Improvement with the IT Service Manager by performing quality checks and assist with trend analysis for proactive incident definition.
• Participate in the design, configuration, testing and deployment of corporate computer selections.
• Perform senior-level system administration, application testing, monthly maintenance, and documentation following best practices and internal procedures. Provide backup to other IT personnel, as assigned.
• Responsible for fulfilling requests related to onboarding and offboarding, new computer set-ups, software installations, permissions, configurations.
• Participate in projects as assigned.
• Participate in on-call rotation.
• Perform other duties as assigned.
• Some travel may be required

What You'll Bring

• Bachelor's degree in computer science, managed information systems, or related degree strongly preferred.
• 5 years + of Service Desk / Desktop Support experience
• Microsoft Windows (Windows 10/11)
• Microsoft Office 365 and other productivity software
• Mac OS
• Ticketing systems (Salesforce)
• Intermediate knowledge of TCP/IP networks
• Intermediate experience with imaging and deployment tools
• The ability to understand and filter time-sensitive projects and progress forward using previous experience

• Demonstrate a willingness to grow yourself and the team through collaboration and training tools

What We Offer

• Coverage on the first day of employment for medical, dental, and vision insurance
• 401k Matching Plan
• Paid Parental Leave
• Student Loan Assistance
• Pet Insurance
• Flexible PTO Plan
• Flexible Benefits (FSA, Pre-tax transportation, HSA Employer Contributions)
• Hybrid Model Work Schedule (50% in office)

AN EQUAL OPPORTUNITY EMPLOYER: Hightower is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, sexual orientation, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age (over 40), physical or mental disability, medical condition (cancer-related), gender identity or expression, genetic information including sickle cell or hemoglobin C trait, or any other consideration made unlawful by applicable federal, state, or local law.
You are a U.S. citizen, U.S. permanent resident or possess other unrestricted U.S. work authorization and will not require sponsorship for U.S. work
Other details

• Pay Type Salary

Apply Now