Desktop Support Technician

Management Level

EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,000 employees, it supports 37 million people in 120 countries. EQ's purpose is to care for every customer and simplify every transaction, delivered with less of an impact on the environment. In December 2021 EQ formally moved into private ownership by affiliates of Siris Group Capital, LLC.

EQ US is a leading provider of ownership data management, analytics and advisory services to public and private companies as well as corporate issuers and mutual funds. EQ offers a comprehensive product set, including transfer agency services, cap table management, equity compensation services, proxy solicitation and advisory services, private company solutions and bankruptcy claims administration services. Affiliates include D.F. King and Co., Inc., and Astrella Private Company Solutions, Inc. Learn more at: www.equiniti.com/us

***This role will be fully onsite in our Mendota Heights, MN office

Role Summary

The Desktop Support Technician will look after the IT needs of our Equiniti colleagues within our US offices.

For all sites there will also be a requirement to maintain the LAN security and company asset register. We use Microsoft SCCM for application packaging and deployment, Microsoft SCSM to manage the service desk calls that are generated where we have priority and SLA enforced timelines meaning that the candidate will need to be able to work under pressure whilst prioritizing work.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Responding to and resolving incidents and service requests both remotely and face to face, using specific call handling software and meeting all SLA's

• Prioritize, analyze, track and escalate alerts in line with area protocols.

• Manage incidents and service requests for users at all sites.

• Deploy desktop and laptop builds across the Group.

• Work on project roll outs, desk moves and change requests when required.

• Advise 1st line agents, undertake first time fix for agreed tasks (including user access management).

• Escalate issue and incidents to the Desktop team leader and ITSM.

• Liaise with 3rd party suppliers for hardware/software issues including call ownership and management.

• Apply ITIL methodology to deliver best practice in all areas.

• This role will require availability during core business hours.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

• Good technical knowledge of Microsoft products including Windows 10, Windows 2016 O/S, Active Directory and Exchange, OneDrive and Teams

• Good knowledge of Microsoft Systems Center product suite.

• Good knowledge with contact center products (Cisco).

• Basic understanding of ITIL.

• Keen focus on service and the continuous improvement of service.

• Confident and capable in both a team environment and working on own initiative.

• Effective communication skills working with both IT and non-IT colleagues.

• Focused on detail but capable of being flexible when competing deadlines/projects require it.

• Proven ability to independently troubleshoot issues

• 2+ years of level II or level III desktop support

• Associate's degree or equivalent work experience in a technical field.

Certifications

• Preferred but not required:

  • Any Microsoft Certification

  • A+

Compensation

• $30.00-35.00 hourly

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.