Insight Investment is looking for an IT Helpdesk Analyst. With the growth of the Insight North America business, there is a requirement to provide a greater level of IT Support to the firm across offices in SF, NYC, and Boston. The primary responsibility of the Helpdesk Analyst roles is to assist users with all IT related issues, performing root cause analysis and resolving / documenting issues whenever possible. To succeed in this role, an individual must be able to juggle multiple issues simultaneously in a fast-paced environment, escalating issues and concerns to IT management when necessary.

Role Responsibilities

Provide a proactive and high-quality IT Support
Ensure tickets / requests are responded to within a timely manner
Manage end users’ expectations and ensure they receive regular updates on outstanding issues
Ensure that agreed service standards are being met and instigate appropriate procedures when they are not
Manage issues through to resolution
Update ServiceNow tickets whenever possible so others can see updates
Carry out root cause analysis on issues and provide resolutions for users whenever possible
Undertake continuous improvement and small-scale enhancements / mini projects as requested.
Create and update documentation on Confluence / ServiceNow as required
Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls.

Experience Required

Strong diagnostic skills and experience with root-cause analysis
Windows 11, Office / M365 apps
Active Directory / Group Policy Insight Investment - Confidential - Internal
Windows performance / process monitoring • Collaboration Software (Teams, Zoom, etc.) • Troubleshooting experience with Excel (add-ins, macros, etc.)
Exposure to MFA (or similar secure login)
Experience with Remote Support via RDP or similar
VMWare / VDI environment (VMWare View, vSphere, Omnissa Horizon, etc)
Monitoring and analysis tools (e.g. Lakeside SysTrack, Azure App Insights, etc)
MDM software (Microsoft Intune or similar)
E-mail archival / search software (Mimecast or similar)
Package Deployment software (Altiris or similar)
ServiceNow or similar ticketing / knowledge base software
Experience with scripting (e.g. PowerShell, Python, etc) and IDE Configuration
Exchange / Exchange Online
Cisco or similar VC Systems
Basic understanding of networking and server infrastructure
Experience troubleshooting home network connectivity issues
Awareness of cybersecurity, including an understanding of phishing prevention, endpoint protection, etc.
Experience with financial applications (e.g. Bloomberg, Trading platforms)
Exposure to Azure or AWS for cloud environments
Experience working at an investment firm or similar
Uses a systematic approach to a complex problem or situation, approaches it from different angles.
Can understand advice given from technical specialists and assess the impact in relation to actual requirements.
Actively seeks out the knowledge to perform their role and improve in line with objectives.

Insight Investment is an equal opportunities employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Under California pay transparency law we are required to indicate the hourly pay range for this role of USD 60 to 80 per hour. Any offer of employment will be made based upon the specific skills and experience of the selected candidate and the base salary offered could be higher or lower than indicated.

About Insight Investment

Insight Investment is a leading asset manager focused on designing investment solutions to meet its clients’ needs. Founded in 2002, Insight’s collaborative approach has delivered both investment performance and growth in assets under management. Insight manages assets across its core liability-driven investment, risk management, full-spectrum fixed income, currency and absolute return capabilities.

Insight has a global network of operations in the UK, Ireland, Germany, US, Japan and Australia. More information about Insight Investment can be found at: www.insightinvestment.com

Insight Investment

New Jobs

IT Helpdesk Analyst - Contract (San Francisco)