Class: Full-time AND Permanent

Legal Entity: StoneX Securities Co. Ltd.

Report to: Lead, EIT Desktop Support

Company Overview: 

Connecting clients to markets – and talent to opportunity.

With 4,500+ employees and over 300,000 commercial, institutional, payments, and retail clients, we operate from more than 70 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Business Segment Overview:

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Job Purpose:

The primary job function will focus on the global support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings, and desktop administrative duties.

Primary duties will include: 

• Work collaboratively across Business, IT Operations, IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates.
• Responsibility for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets
• Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements, and escalation points.
• Follow best practices for desktop support with a focus on continuous improvement
• Performs hardware & software installs, desk moves, adds and changes as required.
• Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware, and desktop applications.
• Collaborate with application project teams by participating in project UAT testing for desktop dependencies
• Work with IT Leadership for continuous improvement of customer satisfaction

To land this role you will need:

• Virtual Desktop Administration
• Windows Desktop Administration (Win 10/11)
• Strong customer service and orientation in execution
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Work with the Service Desk, Application Support, and infrastructure teams as needed for overall incident management
• Evaluate critical systems, prioritize workflow and determine solutions
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
• Interpret and apply laws, regulations and policies
• Read and understand technical manuals
• Work for extended time at keyboard/terminal
• Maintain effective working relationships with supervisor and coworkers
• Work flexible hours, including weekends and evenings
• Strong work ethic and emphasis on attention to details.
• Ability to maintain professional demeanor under stress.
• Ability to operate effectively in a team environment with both technical and non-technical team members.
• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
• Must be able to lift, squat, bend, twist in the installation of various desktop equipment up to 50lbs.

Education/Certification:

• High School graduate required
• Associate degree Preferred
• Specific certifications i.e., A+, Network+, HP, Dell, Microsoft, and others as required

Experience Required:

• Experience working both independently and, in a team, oriented, collaborative environment is essential
• 2+ years of related experience in Desktop Support.
• Experience in Financial Services Industry a plus
• Fluent in English and Japanese

Knowledge of:

• O365 Product Suite
• Microsoft SCCM
• Foundational experience with enterprise directory and directory integration services (AD, LDAP, ADFS, PKI)
• General knowledge of infrastructure security, including Windows, Unix/Linux, desktop and mobile
• ITIL Processes and Procedures