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ABOUT FS-ISAC

The Financial Services Information Sharing and Analysis Center (FS-ISAC), is a 501(c)(6), not-for-profit entity, the only global cyber intelligence sharing community solely focused on financial services. Serving financial sector firms and their customers, the organization leverages its intelligence platform, resiliency resources and a trusted peer-to-peer network of experts to anticipate, mitigate and respond to cyber threats. FS-ISAC is headquartered in the US, with offices in London, Singapore, and The Hague.

POSITION SUMMARY

This role works directly alongside Sr. IT Engineer and is responsible for the triage of computer, telephony, software questions, and incidents. This position fields a number of requests daily from many employees working for a number of different organizations. This position provides underpinning support to Sr. IT Engineer and the staff of FS-ISAC. It is the point for triaging and managing incidents, aiding in the planning and execution of projects, and developing self-help documentation for staff.

ESSENTIAL FUNCTIONS

• Track and respond to all help desk activities.
• Support OS, variety of applications, and hardware issues for users (MAC OS, Windows, IOS, Android)
• Supports a Microsoft Windows 10+ environment with up to 100 end users both locally and remotely.
• Assist with all telephone changes, including routing, user setup, voicemail, etc.
• Work with Sr. IT Engineer to create standard monthly systems and security posture health reports.
• Interact with internal staff on all levels to help resolve IT-related issues, providing permanent solutions.
• Responsible for the day-to-day administration and support of staff and administrative staff issues
• Other duties as required.

POSITION QUALIFICATIONS

• Creative approach to problem-solving
• Knowledge of Office 365 and Microsoft Windows 10+ application usage is critical
• Excellent communication and presentation skills - Writes clearly and informatively; able to read and interpret written information Ability to work collaboratively with other IT specialists and cross-functionally with other technical team members.
• The flexibility to work across two time zones when needed (EST and GMT)
• Ability to train users in installed applications and navigating software as appropriate.
• Ability to create admin & user-level documentation.
• Ability to work independently and collaboratively and cross-functionally with other team members.
• Self-motivated and able to work without direct supervision
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in IT or a related field or equivalent combination of education and experience.
• Minimum of 4 years work experience in an IT environment.
• Experience supporting a Microsoft Windows 10+ environment with up to 100 end users both locally and remotely. A background as a Security Analyst or knowledge of Security Best Practices is desired.

Technology Applications and Platforms

• Base-level knowledge of ListServer configuration and setup
• Deployment & management of the computer systems
• Understanding of network devices with some configuration expertise
• Working knowledge of IP Telephony management. (VOIP)
• Expert knowledge of Office365 (O365) application suite.
• Administration of MDM & RRM environment solutions
• Administer and maintain identity and access management (IAM) and identity provider (IDP) solutions.
• Supporting our teleconference solutions, including audio and video conferencing software and hardware

Demonstrated proficiency in the following computer applications:

• Microsoft Excel – Manipulation of data; transferring data; development of charts and tables
• Microsoft Word – Entering and formatting text; inserting charts, tables, and other visuals
• Microsoft PowerPoint – Creating and editing slides; inserting text, charts, tables, and visuals
• Conducting research via the internet
• An awareness of the IT industry’s current and emerging technology trends and direction,
• A keen interest in computer-based information systems, cyber security, and technology is required.

WORK ENVIRONMENT

This position reports to FS-ISAC London, UK office. The candidate must be able to meet the physical demands of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. FS-ISAC has reviewed this position description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

All candidates must be authorized to work in the UK. FS-ISAC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, FS-ISAC complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has f