Manager of the TCW, MetWest, and TCW Alternative Fund Families
IT Support Analyst
- Commensurate with experience
- New York, NY, USA
- Permanent, Full time
This position is based in TCW’s New York office and is responsible for delivering desk side and telephone technical support services to the end user community, which is both onsite & remote. This includes resolving software problems (e.g., applications performance issues), hardware failures, (i.e., PCs, peripherals, printers, videoconferencing equipment, etc.), software distribution (i.e., application installation), and providing recommendations for technical and operational improvements.
~The incumbent will install and configure computer workstations, printers and peripheral equipment as needed. Interact with outside vendors on contract fulfillment and problem resolution. Work is performed under the supervision of the IT Support Manager or delegate.
A strong commitment to technical excellence and teamwork will be required. A strong work ethic (reliable and timely attendance) is essential.
Perform technology support by responding to service requests (e.g., requests for upgraded hardware to meet customer’s needs), resolving technical problems (e.g., computer or software performing unacceptably slow) or a request for information or assistance.
Manage technology projects (e.g., upgrading software to the most recent version) following project tasks, deliverables and timelines.
Make recommendations regarding the selection and use of technology (e.g., hardware and software) in the IT support space.
Make recommendations on improving processes & performance within operational and support areas.
Installing new software releases and system upgrades.
Resolving system/application-related problems in support of operational areas.
BA or BS in computer science or a related field, or 3-5 years of relevant work experience
Strong technical knowledge with a focus on Microsoft desktop products
Ability to analyze and resolve issues in a timely manner
Excellent interpersonal & communication (written and verbal) skills
Excellent phone skills with the ability to:
Manage multiple calls
Handle all calls in a calm, patient, and supportive demeanor
Strong work ethics (reliable and timely)
Release Management experience is a plus
Experience in working with outside vendors is desirable