T. Rowe Price Desktop Support Technician - Colorado in Colorado Springs, Colorado
Our mission as a leading investment management firm is to help our clients achieve their long-term financial goals. We believe our associates are the key to this mission and we are always looking for talented individuals who share our commitment to our client’s success.If you’re looking for challenging work experiences and the ability to learn in a collaborative culture, we invite you to explore the opportunities available at T. Rowe Price.
PRIMARY PURPOSE OF THE POSITION
As level 2 support, the Desktop Support Technician provides users with guidance and support by taking ownership of Desktop problem resolution. The Technician acts as a key contact for on-site and remote users for PC and production problems and inquiries. The Desktop Support Technician installs and supports software, peripheral hardware devices, and all PCs built by PC build team, to include end of lease PC replacements. The Desktop Support team provides constructive feedback to the Desktop Support Manager to improve our environment and empower level 1 resources to resolve issues on the customer’s first call. Desktop Support also provides routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity / DR support.
Resolves help desk tickets escalated from Level 1 Help Desk with minimal direction. Engages necessary support resources, both internal and external to understand and correct cause of the problem. This support role includes hardware delivery, setup and maintenance. Maintains and updates work log on all open tickets daily. Communicates with business contacts as necessary with updates on progress and status.
Installs and ensures user satisfaction of new PCs / laptops for user community. This hardware is received from the PC build team preconfigured with the software appropriate for the user, except in remote sites. Installs new hardware and software in the environment as requested via Install tickets.
Maintains Knowledge base articles to provide technical direction, troubleshooting guides, and guidelines for resolving problems to other Global Business Solutions (GBS & T) resources in GTS.
Maintains contact with business unit users updating them on operational and production problems. Instructs business unit users where necessary on new and existing software tools.
Excellent verbal and written communication skills
Excellent customer service skills
Strong knowledge of Windows OS and MS Office products
Strong troubleshooting skills
Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
Ability to handle multiple competing priorities
Ability to work with minimal supervision
Ability to provide 24x7/ 365 support through on-call rotation
Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
May require occasional travel to T. Rowe Price sites and executive home visits
Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs
FINRA Requirements for Operations Professionals
Bachelor’s degree in Computer Science, Business Information Systems, or related field is recommended with 3 to 5 years related experience preferred
Help Desk / Desktop Support related experience (Level 1 and 2) preferred
Knowledge of software related to the Financial industry preferred
Microsoft certification preferred
A+ certification preferred
T. Rowe Price is an Equal Opportunity EmployerT. Rowe Price is an asset management firm focused on delivering global investment management excellence and retirement services that investors can rely on–now, and over the long term.