Please contact your Administrator to change your authorization settings.
Summary
The IT Technician II has primary responsibilities as the first response, triage, and Level 1 troubleshooting contact within IT Operations and Service Management. The IT Operations Technician performs technical troubleshooting and diagnosis of root cause, and performs the steps necessary to fully log the incident, including the troubleshooting steps taken to resolve the incident. When incident resolution is beyond the expertise of the technician, has responsibility to effectively escalate to the appropriate technical area for Level 2 troubleshooting and resolution. This role operates on a rotating 12-hour schedule, including every other weekend.
Essential Duties & Responsibilities
- Serve as the First Responder to event alerts triggered when monitored applications, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.
- Serve as a technical escalation point within the IT Service Desk function, and respond to multiple channels reporting incidents and requests.
- Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.
- Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
Qualifications
- Experience with Helpdesk and customer relationship ticketing systems.
- Experience with office productivity, reporting, and technical documentation software.
- Experience with Scheduled Tasks and enterprise job schedulers.
- Strong end user technology understanding and troubleshooting skills.
- Intermediate understanding of web based and distributed systems n-tier technologies.
- Expertise in working with IT monitoring and event management tools.
Education & Experience
- High School diploma or equivalent required
- 2+ years' experience in technology-related business
- Previous ITOSM / Support experience preferred
About Stifel
Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let's talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
Stifel is committed to providing equal employment opportunities (EEO) to all associates,
applicants for employment, and individuals providing services in the workplace without regard to
actual or perceived race, color, religion, creed, gender, pregnancy (including childbirth, lactation,
child-bearing capacity, sterilization, fertility, past pregnancy condition and the potential or intention
to become pregnant and related medical condition), sexual and reproductive health decisions, sexual
orientation, gender identity and gender expression (including transgender individuals who are
transitioning, have transitions, or are perceived to be transitioning to the gender with which they
identify), national origin, ancestry, age, disability, weight, genetic information, marital status,
citizenship status, familial status, homelessness (i.e., lack of a permanent mailing address or a
mailing address that is a shelter or social services provider), status as a covered veteran or any
other protected criteria in accordance with applicable federal, state and local laws. Stifel complies
with applicable state and local laws governing non-discrimination in employment applicable to
each location in which the Firm operates. Stifel strictly prohibits any form of unlawful
discrimination.
Equal opportunity extends to all aspects of the employment relationship, including hiring,
transfers, promotions, training, termination, working conditions, compensation, benefits, and other
terms and conditions of employment. All Stifel associates are responsible for implementing this
EEO policy in their daily actions, conduct and decisions. All associates are expected to treat each
other with respect and professionalism.
Stifel is an Equal Opportunity Employer.