Conning is a leading global investment management firm with a long history of serving the insurance industry.

We develop customized investment strategies that address our clients’ unique objectives, requirements and tolerance for risk. We develop solutions by leveraging Conning’s risk management tools and utilizing a highly disciplined investment process that relies on fundamental analysis.

Summary

A dynamic infrastructure position providing technical support to our internal users. The L1 Helpdesk Technician is responsible for diagnosing and resolving technical issues, assisting with software and hardware installations, and maintaining documentation of support procedures. The tech will possess strong problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. This role will provide IT infrastructure support including support for PC’s, servers, network equipment, telecom equipment, printers, etc. to analyze and resolve IT infrastructure issues and document all activities in the tracking system. Ensure a high standard of customer service and professionalism in all interactions with end-users, maintaining a positive and customer-centric approach to resolving issues and addressing user needs. Position requires periodic support during non-business hours.  
 

Responsibilities

Technical Support and Issue Resolution

•    Provide first-level technical support to end-users via phone, email, or in-person.
•    Diagnose and troubleshoot hardware, software, and network issues.
•    Escalate complex technical issues to appropriate teams or vendors for resolution.
•    Install, configure, and maintain desktops, laptops, printers, and other peripherals.
•    Assist with software installations, upgrades, and patches.

Knowledge Management and Documentation
•    Collaborate with team and manager to maintain a comprehensive knowledge base, documentation, and self-service resources for common IT issues, solutions, and troubleshooting procedures, enabling support team and end-users to resolve issues independently.
•    Promote the use of self-service tools and resources to empower end-users to troubleshoot and resolve basic IT issues, reducing reliance on help desk support for routine inquiries.
•    Communicate roadblocks to Support Supervisor
•    Assist with root cause analysis (RCA) for major incidents and recurring problems by gathering and reporting details in order to identify underlying issues and implement corrective actions to prevent future occurrences.

Change Management and Projects

•    Communicate and escalate any necessary changes that stem from troubleshooting issues to appropriate team to follow change control processes
•    Support end users after upgrades and project rollouts
•    Review team documentation and ensure to escalate and ask questions in order to gain better understanding of the environment and provide effective user support
 

Requirements

•    Associate’s Degree in Computer Science or related field and/or 1 year of equivalent work experience is acceptable. 
•    High level of customer service attributes (professionalism; courteous; willingness to solve issues) 
•    Proven experience in a helpdesk or technical support role.
•    Strong knowledge of Windows and macOS operating systems.
•    Proficiency in troubleshooting hardware, software, and network issues.
•    Familiarity with Active Directory, Microsoft Office 365, and other enterprise IT systems.
•    Excellent communication skills, both written and verbal.
•    Ability to work independently and collaboratively in a fast-paced environment.
•    Customer-oriented mindset with a focus on delivering high-quality support.
•    IT certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
•    Familiarity with ITIL (Information Technology Infrastructure Library) framework is preferred.
•    Rotating on call schedule. Nights & Weekends as required.

Decision Making Level/Position Latitude

Position should be able to complete assigned tasks with minimal direction. 

Position Scope Data

No direct or indirect reports

Conning is an equal opportunity employer. Our company embraces the principles of inclusion; our employees can bring the best version of themselves to work every day. We thrive in an environment where everyone’s voice is heard, every idea counts, and the differences of our employees are valued. We provide reasonable accommodations to those who need them.

If you are unable to complete this application due to a disability, contact us to ask for an accommodation or an alternative application process.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Applicants must exhibit a strong commitment to meet compliance obligations reflecting Conning's core values of honesty and integrity; must accept responsibility for compliance in each role and comply with all applicable rules, regulations, and legal requirements.