Incident Management: Follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress.
Request Fulfillment: Handle service requests such as password resets, software installations, access permissions, and hardware configurations in a timely and efficient manner.
Documentation: Maintain accurate records of all service desk interactions, including incidents and service requests. Document solutions and create knowledge base articles to facilitate self-service.
IT Asset Management: Assist in managing IT assets, including inventory, tracking, and allocation of hardware and software licenses.
Continuous Improvement: Actively participate in ongoing training and development to enhance technical skills and keep abreast of emerging technologies and best practices. Propose process improvements to enhance service delivery.
Customer Service: Provide exceptional customer service, demonstrating strong interpersonal skills and empathy while dealing with end-users.
Communication: Communicate effectively with both technical and non-technical stakeholders, translating technical concepts into understandable language.
Team Collaboration: Collaborate with other IT teams to resolve complex technical issues and ensure smooth coordination in handling IT projects.
Requirements
4+ years of experience as a Service Desk Engineer or similar role in an IT support environment
Solid knowledge of IT fundamentals, including operating systems (Windows, macOS, Linux), software applications, hardware, and networking concepts
Familiarity with service desk ticketing systems and incident management procedures
Experience with endpoint management solutions such as: SCCM, Intune, Jamf
Strong problem-solving and analytical skills with a keen eye for detail
Excellent communication and interpersonal skills with a customer-oriented approach
Ability to work well under pressure and manage multiple tasks simultaneously
Willingness to work on-call rotation, including weekends and holidays, to ensure 24/7 coverage
Ability to work in our Chicago office 5 days a week
Benefits
Discretionary bonus eligibility
Medical, dental, and vision insurance
HSA, FSA, and Dependent Care Options
Employer Paid Group Term Life and AD&D insurance
Voluntary LTD, Life & AD&D insurance
Flexible Vacation policy
Retirement plan with employer match
DV is not accepting unsolicited resumes from search firms. Only search firms with valid, written agreements with DV should submit resumes in response to DV’s posted positions. All resumes submitted by search firms to DV via e-mail, the Internet, personal delivery, facsimile, or any other method without a valid written agreement shall be deemed the sole property of DV, and no fee will be paid in the event the candidate is hired by DV. DV is proud to be an equal opportunity employer and committed to creating an inclusive environment for all employees.
The range below reflects the expected base salary for this position. It represents a good-faith estimate of the base pay we anticipate offering, with actual compensation determined by your experience, education, skills, and performance throughout the interview process. This role is also eligible for a discretionary bonus (at DV Trading's discretion) and DV Trading's benefits package, including the benefits listed above.
Base Salary Range
$100,000—$130,000 USD
