Client-Side Application Support Analyst

Job Description

To provide tier 2-3 support to the various desktop applications to the multiple user communities.

Candidates appropriate for the role would likely have career experience in the financial services industry.
This role focuses on resolving complicated problems that could be caused by a variety of desktop, application, or network issues. This is a very hands-on role requiring advanced technical expertise and exceptional judgment while working with end users and production systems.
Analyzing incident requests, diagnosis and root cause determination for resolution
Provide desktop support for all desktop-based applications for a variety of users in different physical locations. Must be able to effectively troubleshoot a wide variety of application, software, and network-related issues
Handle permissions, and troubleshooting of Citrix XenApp-based applications,
Support and troubleshoot desktop applications including Microsoft Office (Outlook, Word, Excel, PowerPoint, Access), financial market data applications (Bloomberg, Reuters, and others), and third party web-based applications
Quickly ascertain details of proprietary applications and troubleshoot effectively when there may be limited documentation or vendor resources.
Perform tier 2-3 support for advanced problems with enterprise applications
Understand and support environments with mixed database connectivity (Oracle 9, 10, 11, and SQL 2005, 2008). Full understanding of Windows ODBC stack and associated troubleshooting, as well as deep knowledge of underlying Windows application framework (DLL, etc.).
Utilize extensive toolset to troubleshoot performance, connectivity, and latency problems to their resolution
Operate within the defined workflow which captures user requests, resolves issues, and closes the loop by verifying the end user and application owner are satisfied with the solution
The candidate will the problem and ensure that it is successfully resolved, even if interfacing with other teams and groups is required.
Prioritize multiple projects and user requests in an ongoing basis

Qualifications

Extensive experience delivering end user support services to executive groups and departments within investment and/or financial services firms (banks, prime brokerage companies, trading firms)
Extensive hands-on experience and deep knowledge of the Microsoft operating system and Office suite of applications, Internet Explorer and Web browser technologies, and advanced user knowledge of the Microsoft Windows operating system
Extensive knowledge of Citrix XenApp-based applications, permissions, and troubleshooting.
Proven experience managing processes and operations an enterprise environment
Technical experience with systems analysis, design, and/or programming
Candidates must be professional, service oriented, articulate, able to explain technical matters in a clear and concise manner, patient, and must have a genuine interest in proactively helping others in their technical matters
Must demonstrate an ability and interest in having a hands-on technical approach to the End-User Application Support function
Must have an ability to work on multiple concurrent projects, prioritize accordingly, and follow-thru to completion
MS Office, common business tools (Adobe, IE, etc.)
General understanding of Active Directory, role-based security, and group policy management
Strong written and oral communication skills
Excellent problem-solving and quantitative skills
Demonstrated ability to work as part of a team
Solid work ethic, self-driven with the ability to work with minimal supervision 

Minimal Travel

Additional Information

Must be a US citizen or Green Card holder

All your information will be kept confidential according to EEO guidelines.