Technical Support Analyst

Technical Support Analyst

BDT & MSD Partners is a merchant bank with an advisory and investment platform built to serve the distinct needs of business owners and strategic, long-term investors. We are distinguished by our decades of experience advising at the intersection of founders, families, and businesses, as well as by our differentiated capital base and culture of aligned investing. Since 2010, our affiliated funds have deployed more than $50 billion across our investment strategies.

BDT & MSD Partners was established in 2023 through the combination of BDT & Company, the merchant bank to the closely held, founded in 2009 by Byron Trott, and MSD Partners, a premier investment firm that since 2009 has invested on behalf of Dell Technologies Founder Michael Dell, his family, and other like-minded investors.

Overview:

The Technical Support Analyst will be responsible for implementing and maintaining all aspects of the firm’s technology in collaboration with others on the Information Technology team. This position will be handling desktop and mobility troubleshooting, hardware/software installation and upgrades, new infrastructure build outs, and PC relocations.  This individual will interface with C-level financial industry professionals daily.  This role requires a high level of presentation, communication and professionalism.

Location:

Chicago, IL

Main Responsibilities:

The position will be involved in the following critical activities:

Monitoring/Maintenance

• Monitor and maintain the helpdesk queue and workload
• Monitor and maintain desktops and the programs running on them
• Monitor and maintain servers and applications
• Be a part of a rotational on-call schedule with other team members

Troubleshooting

• Diagnose and resolve issues in environments while coordinating with internal resources and vendors
• Escalate and own vendor support incidents from start to finish, often without supervision
• Escalate and assist with third-party MSP when needed
• Talk to users over the phone or via email to provide solutions to technical problems

Leadership

• Set personal standards and acts as a role model; committed to excellence
• Consistently provide high quality work in a deadline driven environment
• Accountable for accomplishing tasks both independently and collaboratively
• Educate users on procedures for resolving or preventing recurrence of a technical problem
• Ability to effectively handle multiple projects concurrently from start to finish
• Resourceful: research issues requiring further technical expertise and offer workable solutions

General Education, Skills, and Experience Requirements

The ideal experience and critical competencies for the position include the following:

• BA/BS degree in Computer Science, Information Systems, or related field required
• 2+ years of experience (financial services strongly preferred)
• Exceptional written and verbal communication skills, ability to provide a standard white-glove service
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Outstanding client servicing skills and ability to present ideas in user-friendly manner and demonstrated end user sensitivity
• Highly self-motivated and directed
• Sharp attention to detail
• Proven analytical and problem-solving abilities
• Capable of multitasking and prioritization in a fast-paced environment, effectively and efficiently

Technical

Required Prior Experience:

• Microsoft Windows 10&11
• Microsoft Office 365 Office Suite
• Microsoft Exchange Online
• Microsoft Windows Server 2012-2019
• Microsoft Active Directory
• Microsoft Azure
• Microsoft OneDrive and SharePoint Online
• Conference Room support
• Zoom and Teams
• Mobile device support: iOS devices with ActiveSync

Preferred Prior Experience:

• Mobile device management: Intune or similar MDM experience preferred
• Autopilot deployment process
• Understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Network Load Balancing, Switching and Firewalls
• Understanding backup system and data replication concepts
• Disaster Recovery/Business Continuity concepts
• Financial industry experience including familiarity with market vendor applications