EdgeCo Holdings is comprised of several affiliated companies focused on providing a broad array of sophisticated financial products, technology, and support services in the areas of full-service retirement plan administration, brokerage services, and trust & custody solutions. EdgeCo provides these services through numerous subsidiary entities including American Trust, Mid Atlantic Trust Company, NewEdge Capital Group and PensionPro Software.
The Service Desk Specialist role will be expected to quickly learn and support in-house applications as well as applications of our partners. This role will handle end-user support as described below in Responsibilities. This is primarily a day shift position, 8:30 AM – 5:30 PM EST, Monday – Friday but must be willing to work occasional nights and weekends depending on the needs of the business.
Location: Lexington, KY (Onsite – minimum of 4 days in office)
Acts as first point of contact for all IT issues, quickly responding to Tech Requests for IT services.
Provides application support for both in house applications and third-party applications.
Installs and maintains hardware and computer peripherals.
Installs and upgrades computer software.
Troubleshoots hardware and software issues.
User ID maintenance, including setup, Password resets, account locks, terminations, etc.
Serves as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations.
Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented.
Uses remote support tools such as VNC and Desktop Central to further diagnose and troubleshoot issues at remote locations.
Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.
Partners with escalation tiered support to ensure proper handoffs and follow through to resolution of customer issues.
Assists in documentation of troubleshooting procedures that can be shared.
Assists in identification of trends in incidents, recommending recurring issues for problem management processes.
Delivers highest level customer support.
Meet and exceed team and individual performance standards including first call resolution and SLAs.
Various other daily, weekly, monthly, quarterly, and annual tasks.
Associates Degree in Information Technology, or 2 years equivalent experience
This role will provide day to day support for application, hardware, software, and networking inquiries coming from both internal and external users.
Excellent interpersonal and customer service skills.
Services supported include proprietary and third-party business softwareapplications.
Excellent organizational skills and attention to detail.
Support of hardware (desktops/laptops, mobile devices, printers, file shares), videoconferencing, WAN and VPN networks and phones, Active Directory administration, and collaboration tools such as Office and email.
Ability to work independently.
Support channels include ticketing portal, email, instant messaging, and phone support
Employees are eligible to participate in company benefits including health, dental, and vision insurance on the first of the month after their hire date. The company also provides a 401(k) plan with company match, group life insurance, short- and long-term disability, as well as additional voluntary benefits for employees to elect participation in.