LOCATION

This role is on-site in our Jacksonville, FL office, Mon-Fri.

SUMMARY

Supports the daily operations of desktop software and hardware by providing assistance through phone and email requests in resolving technology support issues. The EUC (End User Computing) group has reach into every aspect of our fast-paced, dynamic company, using cutting-edge technology and tools to provide for the needs of our users and the company as a whole. Configures and installs new technology while also providing maintenance by repairing, upgrading, and backing up existing technology.

RESPONSIBILITIES

• Onboarding training of new and existing internal end users into ICE's environment
• Supporting hardware, software, and network needs for Windows, Mac, and virtual environments
• Ticket and incident management via ServiceNow including issue resolution, escalation and documentation management
• Hardware and software deployment - desktop and laptop imaging and software deployment, in addition to VOIP phone deployment
• Active Directory, Azure, and Intune, and Exchange Online provisioning - device authentication, maintaining users, groups, and distribution lists
• File, print and DHCP management - support and troubleshooting
• Mobile device support - MDM and managing Apple, Android devices
• Purchasing - Managing the IT hardware workflow
• Hardware inventory management, regularly required to stand, stoop, kneel, bend, crouch and lift 50+ pounds
• Conference room AV system troubleshooting and video conferencing system support (Zoom, Teams, Webex etc.)
• Must be willing to be on call at times during nights and weekends
• Performs other duties as required

MINIMUM REQUIREMENTS

• Bachelor's degree in computer science, MIS, CIS, or the equivalent combination of education, training, or work experience
• Required experience in supporting desktop software and hardware products and problem solving/troubleshooting
• Required experience with Windows OS and Microsoft Office Suite

PREFERRED QUALIFICATIONS

• Experience with Microsoft Active Directory, Azure, Intune, Exchange Online, and Windows desktop/server
• Experience with MacOS
• Networking technology such as Cisco, Juniper
• Strong multitasking, time prioritization, collaborative and communication skills
• Experience in an exchange, trading facility, or financial services
• Knowledge of PowerShell, scripting
• Excellent analytical, decision-making and problem solving skills
• Ability to develop partnership-oriented relationships with business executives and functional leaders
• Ability to determine escalation practices
• Ability to listen and communicate with clients to effectively solve issues and provide excellent customer support
• Results oriented, business focused, and successful at interfacing across multiple organizational units

ICE carefully considers multiple factors to determine compensation, including a candidate's education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan

ICE is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. ICEs commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.