Technical Support, Associate

About this role

The team provides 24x7 support to C-level executives and their executive assistants, handling tasks such as installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software. The team is skilled in supporting a wide range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks. Support is provided in person, by phone, or email, and includes phone/remote support, desk-side support, break/fix, move/add/change, AV support, and more. Other tasks include user outreach, asset tracking, and vendor coordination.

Responsibilities

• Respond to user inquiries, email, or phone-generated support calls
• Escalate high-impact problems while maintaining responsibility.
• Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
• Support BlackRock Dell PCs, laptops, chrome books, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment.
• Understand and support in-house applications.
• Provide tech solutions and guidance to users at all levels.
• Build and install hardware in accordance with the lifecycle program.
• Manage inventory and assets.
• Assist with any other IT support elements when required.
• Assist with project delivery tasks as needed.
• Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service.
• Participate in disaster recovery planning and testing.
• Write technical support documentation and share knowledge with the team.
• Occasional travel may be required, including travel support and high-risk travel. Must be comfortable with being on call and providing weekend support.
• Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams.
• Experience with aircraft and aviation hangar support is a plus.

Experience with

• Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell/Mac/Apple hardware.
• Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector.
• Event support and sophisticated home networks.
• Proactive support, including tools such as Splunk and Control Up.
• Supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through the use of password managers.
• Satellite communications, Star Link, and burner devices.

Pay and benefits

For New York, NY Only the salary range for this position is USD$110,000.00 - USD$140,000.00. Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities.

We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

Guidance on AI use for candidates

At BlackRock, AI has long been part of how we work - enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we've provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.