Corporate Services: Support Desk Analyst III

Los Angeles, CA, United States

Corporate Services: Support Desk Analyst III

Friday, March 15, 2024

B. Riley Financial (“B. Riley”) provides collaborative solutions tailored to fit the capital raising and business advisory needs of its clients and partners. B. Riley operates through several subsidiaries that offer a diverse range of complementary end-to-end capabilities spanning investment banking and institutional brokerage, private wealth and investment management, financial consulting, corporate restructuring, operations management, risk and compliance, due diligence, forensic accounting, litigation support, appraisal and valuation, auction and liquidation services. B. Riley is headquartered in Los Angeles with offices across the U.S. as well as an international presence.

B. Riley Advisory Services works with lenders, law firms, private equity sponsors and companies of all types. Our Advisory Services are a unique mix of Valuation and Appraisal Services including asset-based lending (ABL) Valuations, Restructuring and Turnaround Management, Forensic Accounting and Litigation Support and Transaction Support Services including Due Diligence and Quality of Earnings Reviews. B. Riley Advisory Services is the trade name for GlassRatner Advisory & Capital Group, LLC, Great American Group Advisory & Valuation Services, LLC, Great American Group Machinery & Equipment, LLC, and Great American Group Intellectual Property, LLC.

We are seeking a full-time Support Desk Analyst III immediately to work in our Los Angeles, CA office.

The Support Desk Analyst III will be responsible for remote resolution of customer infrastructure (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software configurations. May serve as a team member or team leader within own work area or on a cross-functional team. May have service responsibility based on assigned geographic territory and/or individual customer. This individual will work on the Support Desk team within B. Riley Financial, Inc. at our Los Angeles, CA branch.

Duties of this position include, but are not limited to the following:

· Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.

· Providing consultative assistance for complex support and network issues that involve output devices (printers) and document management software.

· Ability to use experience and independent judgment to handle unique and sometimes complex situations.

· Depending on technical expertise and certifications, may be required to assist with projects outside of their immediate areas of responsibility.

· Provide onsite support for the LA office, communicate status updates, concerns or observations, manage a daily support queue in Jira , take support calls from the IT Support Desk line and provide any client communications to Manager; daily.

· Utilize sophisticated tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment.

· May assist in the development of associate level employees on IT Services offerings and solution identification to help improve/increase their proficiency and effectiveness in the application of diagnostic techniques and solutions.

· Provide comprehensive technical support on advanced technologies in the IT network environment and can assist in the development and delivery of technology and skills development seminars.

· Completes any other duties as may be assigned by the CIO or SD Manager.

Education, Experience, and Skills:

· Associate degree in Computer Science or related field. Bachelor’s degree a plus.

· Technical Support certifications from CompTia(A+ and Net+), HDI, etc. extremely valuable.

· 3-5 years working in a Service Desk, 8 plus years’ experience in a technical support environment overall.

· A minimum of 3-5 years of experience in designing, installing, configuring, administering and troubleshooting network systems or telephony is preferred.

BUSINESS SKILLS:

· Ability to understand various technical areas, hardware and software related to the operation of a Service Desk, e.g. Jira Service Desk Management, TeamViewer, SmartStation, Bloomberg, and FactSet.

· Experience with and ability to understand various technical environments within the enterprise including desktop architecture, Windows OS, Active Directory, Office 2013/2016 and Office 365.

· Ability to communicate effectively with internal and external users

· Excellent written and verbal communication skills

· Ability to interact effectively with both technical and non-technical individuals

· Ability to perform under pressure and experience handling escalated issues

· Good critical thinking and problem-solving skills

· Must set high standards and integrity while motivating the team to succeed

· A strong desire to learn and a willingness to take on new challenges

PHYSICAL ACTIVITIES AND REQUIRMENTS OF THE POSITION:

· The employee will occasionally lift and/or move up to 50 pounds

· Some travel may be required and work over the weekends may be required as necessary

B. Riley Financial, Inc. employees enjoy competitive salaries, access to our 401(k) profit sharing retirement plan and our other benefits including paid holidays, vacation, and sick leave, voluntary group medical, dental, and vision insurance, and company paid life and disability coverage.

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