Desktop Services Associate - Cetera Financial Group : Job Details

Job DescriptionWe are at the forefront of transforming the future of technology in the financial industry, and we seek curious, practical individuals to help us pave the way. Our team is not intimidated by taking calculated risks, as they relish a good challenge and are eager to engage in problem-solving. As a member of our team, you will work alongside like-minded experts in a culture that is deeply rooted in innovation and progression. Join us to be part of a transformative journey that can shape the industry's future.Cetera Financial Group is currently seeking a Desktop Services Associate for our company's office located in Birmingham, Alabama. This is a unique opportunity to join our team to provide operational support and world class customer service to our office and remote staff.What you will do:Workstation Management

• Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.
• Application deployment using common enterprise tools.
• Hardware asset tracking & reporting.
• End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.).
• Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.).
• Other technical configuration, support & administrative tasks as assigned.
• Level 2 Technical ( Break/Fix ) Support.
• Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites.
• Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.).
• Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools).
• Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.).
• Support ticket & SLA management using common enterprise tools such as ServiceNow, Remedy, etc.
• General user community technology guidance, recommendations & education.

Technical Administration

• User permissions & password management on multiple systems (Active Directory, Exchange, etc.).
• Incident management, including response, tracking & reporting for areas of responsibility.
• Document workstation configuration standards, processes & best practices.
• Manage local site logistics including storage room, organizing inventory, shipping and receiving.
• Ability to lift up to 50 pounds.
• Able to sit or stand for extended periods of time.

Team Collaboration

• Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests.
• Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices.
• Ongoing process/solution analysis and improvement.

What you will have:

• 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.
• 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.).
• Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit [MDT], MS Systems Management Server [SMS], MS System Center Configuration Manager [SCCM], MS Autopilot, MS Intune, etc.).
• 5+ years providing support for Windows 11. Windows Server experience a plus.
• 5+ years providing support for MS Office and all major component applications.
• 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.).
• 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, ActiveX, etc.).
• 5+ years providing on site & remote technical support for workstations, applications and networking technologies - in medium to large organizations.
• Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.
• Familiarity with a range of ticket/incident management systems, specifically ServiceNow.
• Microsoft Active Directory administration.
• Ability to coordinate tasks with vendors to meet service targets & project deadlines.
• Ability to prioritize & multi-task in a fast-paced/demanding environment.
• Ability to work independently or as part of a team to meet deadlines.
• Strong analytical & problem-solving.
• Strong interpersonal/relationship-building skills & customer service values/practices.
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms.
• Good ability to judge situational feedback (user frustration, systems urgency, etc.) and adjust support response/approach to meet needs.

What is nice to have:

• Experience with Windows 11.
• Experience Microsoft Autopilot.
• Executive Support.
• Experience with Lenovo laptops.
• Higher education.

Our top performers share the following traits:

• Patience.
• Ability to multi-task.
• Clear and confident communication - able to adjust to the customer's needs.
• Get it done attitude.

#LI-OnsiteAbout UsWhat we give you in return:Not many teams can say that they support people's dreams coming to life... We happen to do that every day. And as important as we know your career is, we recognize that there's a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20+ days of paid time off (PTO), paid holidays, 1 paid wellness day and 1 days of paid volunteer time off (VTO) to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

About Cetera Financial Group:Cetera Financial Group® ( Cetera ) is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is an independent financial advisor network and a leading provider of retail services to the investment programs of banks and credit unions.Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support and innovative technology. Cetera Financial Group refers to the network of retail independent broker-dealers encompassing, among others, Cetera Advisors, Cetera Advisor Networks, Cetera Financial Institutions, Cetera Financial Specialists, and First Allied Securities.Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at the Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.Agencies please note: this recruitment assignment is being managed directly by Cetera's Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection.