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Software & Technology
Janus Henderson Hiring for IT Service Desk Specialist Job at Denver, CO Full Time
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We are a leading independent global asset manager, dedicated to delivering the best outcomes for our clients through a highly diversified range of actively-managed products. We are truly global, supporting our individual and institutional investors across a range of products, encompassing equities, fixed income, multi-asset and alternatives. Our high-energy and collaborative culture at Janus Henderson helps our client achieve their goals and ensures that our people love the place they work.
Our culture is the foundation for how we interact with clients and one another as part of our unique, people-focused work environment. We support a flexible hybrid working model that allows teams to build a strong and positive culture by inspiring innovation and increasing collaboration. Currently our hybrid working model allows employees to work 2 or more days in office and the remaining time remotely.
Employees and Managers will discuss and determine what schedule works best for them and the team, with additional flexibility available based on the role, business needs, and individual circumstances.
JHI Workplace Practices is subject to change as the future of work within our organization evolves.
JHI Workplace Practices is subject to change as the future of work within our organization evolves.
The department
The Global Technology department plays a crucial role in supporting the success of the business. We are responsible for developing and implementing state-of-the-art software and hardware maintenance to support our fund management, trading, distribution and operational areas with secure, stable and resilient technology platforms.
The IT Service Desk team is the face of IT to our internal customers. We deliver fast and accurate resolution of issues and maintain a fleet of end user IT equipment in a professional and service orientated manner.
Overview of the role
You will be part of a team engaged in daily support, providing customized and specialized support to help our end users achieve their mission by meeting and exceeding their expectations.
This role is focused on providing Tier 1 support for all IT related issues within the Service Desk team. This includes taking calls, logging of incidents and service requests, investigation of software/hardware issues through to resolution and escalation to Tier 2 support teams where appropriate.
Duties and responsibilities
You will:
- Serve as the first point of contact for internal customers seeking technical assistance over the phone and other available methods
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issues and details provided by the end user and walk them through the problem-solving process
- Record troubleshooting steps and resolution notes in detail in ServiceNow
- Manage queues flow, taking incoming tickets, using correct Configuration Items, Category/SubCategory, and Priority.
- Provide onsite deskside support for end users for deskside support requirements as needed
- Escalate unresolved incidents to the Tier 2 support team as needed and provide detailed notes on troubleshooting steps
- Follow-up and update end users in a timely manner with the status of ongoing tickets and support efforts
- Install and maintain computer hardware and peripherals
- Image and configure computer equipment for internal customers
- Perform hardware replacement of parts as needed under vendor warranty
- Create and review knowledgebase articles to support IT Service Desk team and end users
- Support technology related business continuity and disaster recovery efforts
- Assist with project work as needed
Carry out additional duties as assigned
- Work assigned shift as scheduled covering business hours Monday – Friday. This will include assigned days to work onsite and work from home as well as a rotation support of On-Call responsibilities with all Tier 1 and Tier 2 team members.
Technical skills and qualifications
Essential Skills
- 1 – 3 years related experience within IT Service Desk role
- 1 – 3 years’ experience supporting desktop OS environments including Windows and AppleMacintosh
- 1 – 3 years’ experience supporting Microsoft Office application suite including Outlook, Word, Excel, etc.
- Knowledge of Microsoft Active Directory basics – Users, Computers, and Group Management
- Experience configuring mobile devices e.g. iOS and Android
- Experience working in fast-paced environments
- Ability to identify, diagnose and resolve IT incidents and requests
- Ability to configure and set up Windows and Macintosh desktop and laptops and diagnose software problems
- Working knowledge of supported printers and other hardware peripherals.
- Ability to install, configure, perform preventative maintenance, and troubleshoot hardware problems. Solid understanding of driver installation and network printer installation and support.
- Basic knowledge of Ethernet network topology, of wireless LAN’s and other networking topologies
Desired Skills
- Experience working with ServiceNow
- Understanding of Microsoft SCCM
- ITIL certification
Competencies required
In addition to putting clients first, acting like an owner, and succeeding as a team, the competencies for this role include:
- Excellent oral and written communication skills; including discussing technical subjects in layman terms
- Excellent customer service skills
- Strong organizational skills and troubleshooting/problem solving skills
- Ability to work in a collaborative environment
- Highly motivated with a passion for technology and technical detail with a positive demeanor
- Always maintains a professional manner and remains calm under pressure
- Initiative, willingness to seek and achieve improvements to processes and technology
- Good time management / planning – manages personal workload effectively, sets realistic and achievable targets and delivers those targets
- Desire to follow best practice and development standards as agreed within IT
Ongoing competence in the role to be assessed, in line with applicable regulatory requirements, by:
- Annual performance appraisal
- Completion of all assigned compliance training
Compliance requirements
At a minimum the role will require you to:
- Place the interest of Janus Henderson’s Clients first, act in accordance with TCF (Treating Customers Fairly) principles
- Understand and follow laws and regulations applicable for your role, seeking the help of your supervising manager or Compliance if additional guidance is required
- Understand and abide by all Janus Henderson policies applicable to your role, and seek support/guidance of the policy owner guidance when required
- You are ultimately accountable for your actions and responsible for seeking further information on any or all of the above as necessary.
Compensation Information
The base salary range for this position is $50,000 – $65,000. This range is estimated for this role. Actual pay may be different.
#LI-SM1, #LI-Hybrid
Annual Bonus Opportunity: Position is eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.
Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career page here.
Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).
