Senior Associate, Helpdesk Lead

pport for Service Desk environments. The ideal candidate will still be hands-on and have a strong technical background with good leadership skills.

You will work as part of our Global Technical Services team, liaising with team members globally supporting approximately 850 users worldwide in our follow the sun model.

How You'll Help Take Us There

• Act as an escalation point for issues & requests
• Collaborate with internal stakeholders to resolve IT issues
• Monitor the ticket queues, prioritizing and escalating tickets as needed
• Collaborate with external vendors for IT resources and services
• Provide 1st & 2nd line support to users, assist them with hardware and software problems via phone, MS teams, email and Incident Management ticketing system (Jira)
• Assist with new Laptop / VDI deployment
• Manage software upgrades and rollouts
• Assist with the purchase of client equipment
• Microsoft O365 tenant management
• Support users remotely and in the office
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership and be proactive when dealing with user issues.
• Log all calls in the call logging system
• Escalate more complex calls to the relevant infrastructure department
• Perform moves, adds changes of users
• Carry out in-house system testing

What We're Looking for

• 5+ years helpdesk/desktop support experience required
• Previous experience leading a team
• Strong working knowledge of Microsoft based operating systems and products
• Strong working knowledge of MacOS based systems
• Experience with Office 365 Administration
• Experience with Jamf administration
• Experience with Citrix Cloud / workspace
• Experience with MDM mobile and tablet management.
• Experience with SSO / MFA
• Experience with Exchange Server Administration (2016/2019).
• Understanding of network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP).
• Hands on' approach and a willingness to learn
• Flexible, pro-active approach
• Bachelor's Degree

Desired Skills and Experience

• Windows 10/11 and O365 Apps
• Active Directory
• Dell laptops.
• VMWare vSphere
• Citrix
• Duo
• OKTA
• Microsoft Intune MDM
• Jamf
• Cisco IP phones
• SSO & MFA
• Exchange
• Jira
• PowerShell

What You Can Expect from Us

• Free Food: We provide free lunch for employees when they are working in the office. Plus, our offices are stocked with snacks
• Paid Time Off: Competitive PTO package including vacation and personal days, sick leave and charity days
• Generous Parental Leave: Up to 20 weeks fully paid leave
• 401(k): Dollar-for-dollar employer match up to $17,500
• Employee Stock Purchase Plan: Employees can purchase MarketAxess common stock at a discount
• Wellness Stipend: We provide employees with up to $1K annually towards gym memberships, home office equipment and more
• Onsite Healthcare: We offer convenient access to world-class care through Mount Sinai at our Hudson Yards location
• Tuition Assistance and Professional Development: Benefit from live and on-demand learning, role-specific training, employee-led Lunch and Learns and guest speakers
• Core benefits: Highly competitive medical, dental, and vision programs

For job positions in NYC, NY, and other locations where required, the estimated salary range for a new hire into this position is $115,000 USD to $135,000 USD. Actual salary may vary depending on job-related factors, which may include knowledge, skills, experience, and location. You may also be eligible for annual cash incentives, equity, and other benefit programs.

MarketAxess Corporation and its affiliates provide equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying.

All of your information will be kept confidential according to EEO guidelines.

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