Service Desk Associate

About Davidson Kempner 

Davidson Kempner Capital Management LP is a global investment management firm. Founded in 1983, Davidson Kempner is headquartered in New York and has offices in Philadelphia, London, Dublin, Hong Kong, Shenzhen and Mumbai. Our Firm invests globally and opportunistically across the capital structure, in a variety of credit and equity strategies as well as real assets. We apply our multi-dimensional, research-driven investment process to evaluate and execute a diverse range of transactions across asset classes, geographies and market cycles. We target complex, global situations where our experience and expertise can unlock value.  

We bring together exceptional people from different disciplines and backgrounds who are energized by the challenges of navigating complexity. We look for people who demonstrate exceptional critical thinking skills, innate curiosity, creativity and embrace diverse viewpoints to calibrate their decisions. These differentiators make our people successful beyond a specific job at Davidson Kempner – but throughout their journey with us over many years. 

The Role

We are looking for a passionate and creative Technology Support Analyst who is eager to support and maintain the Firm’s global technology stack with a strong focus on continually improving the end user experience. You will be part of a small, agile and highly skilled team of technologists supporting industry leading technology within a fast paced financial services organization. We are curious, proactive and have a strong bias for action.

As a Technology Support Analyst, you will be an integral member of the Global Service Desk, assisting with technology rollouts, conducting user training sessions and contributing to user experience initiatives. This role involves providing Tier 1 and Tier 2 support across multiple platforms including in person support, email, phone, instant messaging and the Service Desk ticketing system. You will be responsible for diagnosing and resolving technical issues, escalating unresolved matters when necessary and documenting new or previously unrecorded solutions in the Knowledge Database.

This role may require delivering high quality support to senior users, including occasional support outside the office environment.

To be a contributing member of the team, you will need an independent mindset and enjoy working in a collaborative environment. You will stay informed on current and emerging technologies and act as a technology advocate within the organization while ensuring compliance with security and policy standards across the end user IT environment.

Our most competitive candidates will have:

• Bachelor’s degree in computer science, Information Technology, or computer related discipline


• 4+ years in IT support (minimum 2 years of experience working in financial services)


• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience, including Partners and Executives


• Ability to meet deadlines and handle stress in high-pressure situations.


• Proactive, self-motivated, and able to work independently or collaboratively


• Strong sense of discretion and confidentiality


• In depth knowledge of:




• Microsoft operating platforms - Windows 11 and M365


• Active Directory


• Advanced threat protection


• Citrix XenDesktop/XenApp or similar virtualization platform


• PC and mobile hardware


• Cisco Video and audio-conferencing platforms


• Financial Services applications


• Market Data applications




• Working knowledge of:




• Networks and monitoring tools


• Intune Company Portal


• Group Policy administration, PowerShell scripting


• Image and configuration management


• Mac OSx and iOSx


• Information Security initiatives


• Password Management tools

As an analyst, you would need to be comfortable with the following tech stack:

• Microsoft Platforms: Windows 11, Microsoft 365.


• Active Directory and Azure Active Directory.


• Networking: DHCP, DNS.


• Security: Advanced Threat Protection.


• Virtualization: Citrix Director/ Citrix XenDesktop/XenApp/XenServer or similar.


• PC and mobile hardware support.


• Video and audio-conferencing platforms.


• Financial services and market data applications.

In addition, the ideal candidate will also have experience with the following:

• Experience with Productivity Tools (OneNote, MS Planner)


• Experience with Advanced Microsoft Office Capabilities: Excel (VLookUp, Pivot tables, Charts and Graphs, Formulas) and Power Point (presentation design)

Candidate Profile

Delivers

• Delivers Results: Delivers consistent, accurate, organized and client-ready work on time; juggles multiple projects effectively


• Demonstrates Expertise: Learns quickly and demonstrates proficiency; has strong propensity to learn and grow in the subject area


• Innovates: Shows strong analytical reasoning and curiosity; is thoughtful in consistently generating ideas and making improvements; has a solution mindset when faced with problems

Connects

• Builds Relationships: Is a team player and works well with others both internally and externally; is inclusive and respectful of others' inputs and opinions; develops professional relationships within and outside the Firm


• Engages Clients / Stakeholders Proactively: Demonstrates an understanding of client / stakeholder's needs and delivers appropriate solutions that align with the department's priorities; applies industry / market and job specific knowledge to meet those needs


• Communicates Effectively: Is an effective, organized and clear communicator in both written and verbal format; presents information simply, including complex and technical content

Leads

• Leads by Example with Team Mentality: Is self-motivated and dependable; shows strong professionalism and has a positive attitude; is respectful and supportive of others and celebrates their achievements; actively works on development


• Exemplifies Culture: Embodies the Firm's business principles and core values by actively fostering and contributing to collaboration, engaging with respect and fostering inclusion; enhances the culture of the firm by actively supporting others; contributes to teams or firmwide initiatives


• Engages with Feedback: Asks for and offers honest and constructive feedback, demonstrates an openness to feedback, and willingness to learn and look for opportunity to further develop