L1- Desktop Support / Service Desk Specialist 


Interactive Brokers Group has been consistently at the forefront of trading innovation, starting with the invention of the first floor-based handheld computer in 1983. We pride ourselves on being primarily a technology company. We continue to challenge the status quo and push boundaries to offer our clients the best trading platform with the most sophisticated features, all for the lowest cost. Software development is the lifeblood of our firm, and it shows in our stellar brokerage platform. We offer award-winning desktop, mobile and web applications that provide our clients with the tools they need to be successful.

As a Desktop Support / Service Desk Specialist, you will provide first-level response within Interactive Brokers (IB) on any information technology-related issues regarding the Microsoft Windows platform. You will assist business and development end-users over the phone, by email, and through a centralized ticketing system to resolve or escalate any IT issues. This position requires sound technical knowledge and polished communications skills. The key competencies include intermediate knowledge of Windows and networking technologies with a strong motivation to advance your skills. You need to have patience with those who are less technically savvy and can function in a fast-paced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.

Essential Job Functions:

Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs.

Use all means possible to assist users, including phone, email, in-person, or remote support tools.

Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.

Install operating systems, applications, and hardware drivers, and customize system settings following department standards.

Analyze problems using troubleshooting skills and diagnostic tools to locate the root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.

Documents issue resolution to the department knowledge base for reference in future incidents and contributes to the creation of self-help articles for employee access.

Provide timely updates of all activity for assigned incidents, including user contact attempts and issue resolution details within the incident management system, escalating incidents to other support teams where necessary.

Participates in department or firm-wide projects as instructed by IT Department management.

Contributes to departmental productivity and development objectives by participating in training programs and team meetings.

Interfaces with employees, supervisors, directors, and C-level executives, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations professionally.

Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all organizational levels.

Participates in the schedule as assigned to provide coverage.

Knowledge, Education and Skills Required:

Associate's Degree in Computer Science or equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities preferred.

A+, Network+, Microsoft, and VMWare certifications are preferred but not required.

Minimum one year of technical support experience.

Possess strong skills in organizing, prioritizing and multitasking.

Is expected to be a team player who shares knowledge for collective growth.

Able to communicate technical terms to non-technical stakeholders.

Must have strong interpersonal, communication (written and oral), and client service skills.

Pays close attention to detail, displays flexibility, works independently and is a demonstrated self-direction/self-starter.

Display resourcefulness when solutions are not evident and take the initiative to address problems independently.

Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.

Technical Experience Required:

Strong knowledge of Microsoft Windows desktop operating systems.

Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT.

Strong understanding of the Microsoft Office suite.

Working knowledge of TCP/IP protocol stack and Wi-Fi.

Working knowledge of DNS and DHCP.

Working knowledge of supporting PCs in a domain environment.

Working knowledge of Office 365 cloud application suite.

Working knowledge of desktop imaging, application deployment, and hard drive encryption.

Working knowledge of active directory, domains and group policies.

Windows server experience is a plus.

Job Type
Full Time
71 days ago

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