SUMMARY

Supports the daily operations of desktop software and hardware by providing assistance through phone and email requests in resolving technology support issues. Configures and installs new technology while also providing maintenance by repairing, upgrading, and backing up existing technology.

RESPONSIBILITIES

• Providing expert-level hardware, software, network, and server support for Windows and Mac devices Mobile device support - MDM and managing Apple, Android devices
• Project Management - Takes ownership of project management and execution
• Provisioning and managing access for corporate users
• Onboarding training of new end users into ICE's environment
• 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, Intune, and Exchange Online provisioning - device authentication, maintaining users, groups, and distribution lists
• Managing IT hardware procurement
• Physical desk setups
• 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
• Requires 4+ years IT experience providing software and hardware problem solving/troubleshooting
• Required experience with Microsoft Active Directory, Azure, Intune, Exchange Online, and Windows desktop/server troubleshooting
• Required experience with Windows OS, MacOS, and Microsoft Office Suite
• Strong multitasking, time prioritization, collaborative and communication skills

PREFERRED QUALIFICATIONS

• Technical professional certifications (i.e. Pulse Secure Certified Technical Expert, MCSA/MCSE, CompTIA, JNCIA-Junos, etc.)
• Experience in an exchange, trading facility, or financial services
• Knowledge of ticketing systems such as ServiceNow
• Knowledge of TCP/IP
• Experience with Cisco VPN
• Experience with PowerShell administration and scripting
• Ability to develop partnership-oriented relationships with business executives and functional leaders
• Strong communication and escalation skills
• Results oriented, business focused, and successful at interfacing across multiple

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.