Desktop Support II

Business Unit:

Industry:

Overview

Scope:

Provide general IT/user support on all installed Houlihan Lokey applications, operating systems, and hardware, both in person over the phone and remotely.  Primary duties will focus on general IT support and will be located in the Sao Paulo office, servicing all Houlihan Lokey locations, particularly in SP.

Responsibilities:

• Provide best in class IT support service to all Houlihan Lokey Colleagues with a key focus for the local support of the SP office.
• Work to troubleshoot and resolve IT incidents and service requests across hardware, software, and account administration both in person and remotely.
• Assist with configuring and administering Windows OS workstations, including peripheral devices such as monitors, docking stations, keyboards, mice, and other USB or wirelessly connected devices. 
• Install, configure, and support hardware, including workstations, laptops, printers, networked multi-function copiers, mobile devices (including but not limited to iOS, Android, and Windows devices) and other computer and network peripherals. 
• Support the use of Audio Visual (AV) equipment in the SP office, liaising with both end users and clients.
• Assist with managing local hardware inventory.
• Provide support to remote users on connectivity issues arising from the use of AVD or VPN (Netskope) over wireless and wired high-speed Internet access. 
• Windows OS, Microsoft Office Suite, Microsoft Exchange (O365), MS Teams, VPN, Adobe products, and various financial information software, as well as special non-standard applications and custom applications explicitly created for Houlihan Lokey. 
• Carry out basic Windows Active Directory (AD) network administration, including administering user passwords, group management, account lockouts, and computer naming.  
• Provide local hands-on assistance with user moves, including relocating computers, laptops, monitors, phones & headset devices as needed. 
• Periodically, there may be some travel to a remote office to assist with support, office expansion or relocation projects. \
• Participate in regular staff meetings with other IT personnel and communicate any issues that concern other department members.  
• Other duties as may be required. 
  

Basic Qualifications:

• At least 6 months of IT experience, with 1 year or more preferred.
• The employee must have a thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.
• Carry out duties with a minimum of direction and supervision and be able to perform each essential task satisfactorily.
• Strong communications skills. Understanding how to talk to different people within the organization, and communicate clearly and effectively is critical.
• Stakeholder Management experience.

Preferred Qualifications:

• Previous work experience in a financial institution environment is highly desirable.
• Possess strong analytical skills and the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.
• Possess the ability to interpret various instructions furnished in written, oral, diagram, and or schedule form.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other characteristic protected by law.