Duties              
Position is responsible and critical for providing timely and accurate day to day Second Level & Training Support at the National Support Center.
Will provide application support within NSC Helpdesk and knowledge share with other 2nd level peers.
This position must provide leadership, development, coaching for the support center analysts.  
Self-starter and able to work with minimal direction.  
Assist in developing 1st and 2nd level troubleshooting policies and procedures for the NSC
Work daily with all NSC functions and levels
Flexibility on daily and weekend schedule required to support 24x7 environments and at peak times.
Provide and/or coordinate Trainings for the National Support Center
Document and distribute Training Alerts to the National Support Center
Provide trend analysis on ticket and call volume statistics for areas of improvement

Skills              
Bachelors Degree and/or minimum 2 years in a help desk role and 4 years of Training experience.  
Excellent written and oral communications skills.
Excellent interpersonal skills, with the ability to work with many levels.
Minimum of 4 to 6 years experience in information systems and technology planning, design, implementation, and support, focused in one or more of these areas:  Office Applications, Desktop applications, application and services integration.
Keep current with alternative information systems and technology and make recommendations consistent with the Firm's business and systems strategies.
Technical experience in many areas of networking and software e.g. LAN, WAN, servers, MS Office applications and 3rd party apps.
This position will be required to support a very complex and diverse set of hardware and software due to diversity of systems.  The current environment of PC, the various levels of Network Operating software, the various levels of desktop software, e.g. WinXP, WinVISTA, etc.  
High analytical ability to manage multiple technologies and complex projects.            
Ability to organize, prioritize and use initiative to accomplish results.
Ability to handle multiple tasks on a short deadline.