Help Desk Analyst

J Harlan Group, LLC - New York, NY

Help Desk Analyst

NYC Private Equity

J Harlan Group is currently conducting a search for a Help Desk Analyst at a prominent NYC Private Equity organization to support their Information Technology team.

Reporting directly to the Director of Tech Support Manager, the Help Desk Analyst will provide first line technical support to the Information Technology team.

The firm views Technology as a distinct commercial advantage - enabling a host of opportunities that differentiate them from their competitors.

The firm is a fast growing and dynamic investment organization that is experiencing exceptional growth and is looking for exceptional people to power its next phase of growth.

Principal Responsibilities:

An exciting opportunity to join the firm’s Technology team responsible for:

  • Respond to requests from clients via Help Desk ticketing system. Correctly fill out incident and request tickets per the technology team's guidelines.
  • Analyze, troubleshoot, and resolve user technology issues and fulfill their requests and address setup needs. Involve members of other technology sub- teams, as necessary, to resolve issues requiring their specialized knowledge.
  • Attend virtual or in-person meetings with clients to facilitate the troubleshooting and resolution of issues, as necessary. (In-person contact is extremely limited during COVID-19.)
  • Maintain high level of customer satisfaction and consistently solicit feedback from users to uncover and gain insight on technology issues. Temporary workarounds are acceptable, but it is the analyst’s responsibility to see it through to full resolution and confirm the user is satisfied with the fix.
  • Actively update, maintain, and monitor all GA Operations tools, management and monitoring systems and respond promptly to alerts and system emergencies as required.
  • Report and escalate appropriately all critical and high system issues and outages with VIP complaints to management immediately with the associated important or key information.
  • Image, install, update, deploy, configure, and test all assigned computer systems, user devices, associated peripherals, 3rd party and internal applications within the GA firm guidelines to meet firm security requirements, operational readiness, governance, system standards and protocols.
  • Develop, document, and always adhere to standard operational procedures and protocols. Review and update operational documents at standards intervals as required by the Infrastructure Operations Management Team.
  • Perform regular system health checks, software and system rollouts, major changes and updates as assigned and in compliance with established procedures and run books.
  • Ensure successful integration with existing systems while having zero to minimal impact on our users or business operations.
  • Complete and compile detailed reports as requested by management on outages, issues, problems, inventories, system performance etc.
  • Use internal systems, tools, and applications to produce a final product that is professional, comprehensive and within the firm and technology team's guidelines.
  • Develop team run books, knowledge articles, user training materials, instruction guides, tips and tricks using GA templates and adhering to team guidelines.
  • Maintain and keep organized all file documentation, system data, hardware and software inventories keeping a key focus on warranties and licenses.
  • Build application packaging for software deployments, updates, and uninstalls
  • Test packages and remediate any issues before deployments.

The ideal candidate would have a background including:

Required Experience:

  • At least 1-5 years of work experience
  • Experience and competency with Microsoft Windows and Office applications
  • iOS, Video Conferencing, Office365, Azure, and remote support experience a plus
  • Ability to work in a fast-paced environment and retain professionalism and accuracy
  • Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
  • A strong work ethic and ‘can do’ attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all times
  • Strong comfort and experience liaising with internal and external contacts
  • Excellent written & oral communication

Required Education:

  • Strong academic record and a BA/BS degree

An individual who loves solving deep and complex technical and business problems and wants to have an outsized impact with the services/ products they deliver. An individual with a passion for technology, high level of intellectual curiosity, a commitment to excellence and an unparalleled drive to deliver world-class services.

About the Client:

The firm is a leading global growth equity firm with $35B in Assets Under Management (AUM), providing capital and strategic support for growth companies. The firm combines a collaborative global approach, sector specific expertise, long-term investment horizon, and a deep understanding of growth drivers to partner with great management and build exceptional businesses worldwide.

The talent and dedication of their people is critical to their success. They offer an opportunity for developing one’s professional career while working with individuals trained in a variety of disciplines in a collegial and dynamic environment. They offer a broad range of competitive benefits on a global basis.

They seek candidates who are high-energy self-starters who want to join an investment management firm on the leading edge of the global markets. The management team needs individuals of the highest professional caliber who are leaders, problem solvers, analytic, detail-oriented, and entrepreneurial. Everyone at the firm works side-by-side with the firm’s senior management in a highly collaborative and charged environment.

Successful candidates are:

  • Analytic and relentless in pursuit of the right answer
  • Strong communicators who excel at rapid synthesis
  • Able to demonstrate sound business judgment
  • Able to digest complexity while maintaining an understanding of the “big picture” of business needs
  • Team players who are energized by a collaborative enterprise

The firm’s employees maintain the highest professional and ethical standards. The firm has earned a reputation for honesty, fair dealing, and transparency in a competitive industry. They believe that these standards are the foundation for superior investment performance and are critical to delivering performance to clients



Posted On: Wednesday, May 5, 2021



Position Contact
Jerry Goldberg
Manager Director
(212) 792-0099

After years as a Senior Financial Services Executive, I have decided to make a career change and leverage my vast knowledge of the financial services and technology industry as an executive recruiter and have opened an executive search and recruiting firm "J Harlan Group, LLC' specializing in technology and financial services talent search.

Financial Services Executive with expansive Private Equity, Hedge Fund, Investment Banking, Asset Management, Securities Brokerage, Commercial Banking and Insurance experience. With combined expertise as a Chief Information Officer, Chief Administrative Officer and Principal/Consultant, my responsibilities have expanded a broad cross-section of business disciplines – technology, strategic planning, operations management, HR, administration, outsourcing, business development, strategic partnering, product development, financial operations and reporting, client relationship management.

Specialties: • Leadership authority for building and managing the technological, operational, and administrative platforms for financial services organizations.

• Contributed significantly to starting, developing and building a privately-held organization into a $1 billion market cap publicly traded company on the NYSE within five years of inception.

• Recognized achievements in building top-performing, best-in-class organizations capable of supporting corporate objectives.

Contact: jgoldberg@jharlan.com – 212-792-0099 – www.jharlan.com 

See our current Job Listing at https://www.jharlan.com/our-current-job-listings

 

 

 

 

 

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