Analyst, Technical Operations - ICMA-RC dba MissionSquare Retirement

Join a great place to work with MissionSquare Retirement, a FINANCIAL SERVICES LEADER in public sector employee retirement products and services. Headquartered in Washington, DC, MissionSquare Retirement was founded to provide portable retirement benefits for city and county managers, enabling accumulated retirement assets to be transferred between employers. Today, MissionSquare Retirement serves more than 1.5 million participant accounts, and more than 9,000 retirement plans across the country. We have an extraordinary talent base and invite you to consider joining MissionSquare Retirement's Technology team.

The Analyst, Technical Operations will plan, organize and coordinate a team of Help Desk technicians assigned to the installation maintenance, troubleshooting and repair of computer hardware, peripheral equipment software for headquarters and field staff. Primarily responsible for monitoring call tracking, purchasing and, inventory process. Assists the Help Desk Manager where needed.

Essential Functions for this role include:

• Coordinate, organize and participate in the installation, inspection, troubleshooting, diagnosis and repair of computer hardware, peripheral equipment, and software

• Responsible for assigned projects and support Level II issues escalated from Tech Ops Level I

• Oversee and participate in the identification, evaluation, and resolution of computer system and software problems and malfunctions

• Organize, monitor and participate in user support activities; ensure user needs are met and network system and application problems are resolved

• Provide daily communication and status updates to management on the status of daily operations

• Partner with Enterprise Security to ensure that ICMA-RC security postures remain at its highest state

• Oversee and participate in the inventory management for the entire organization (headquarters and field)

• Prepare and maintain a variety of records and reports related to assigned activities, purchasing, inventory management, expense processing, incident resolution, and associate performance

• Move and deliver computer equipment to various divisions

• Assist in the coordination as well as participate in the off-site Disaster Recovery exercise program

• Provide input to the manager to assist with Tech Ops associates’ performance planning and review process

• Create and assist in the creation, maintenance, and enhancement of the Field Support Procedures and technical documentation

• Analyze, test, develop, implement, and deploy new hardware and software solutions for field representatives

• Assist in the maintenance and enhancement of the Help Desk Procedures document

• Performs other duties as assigned

If you have the following skills, we encourage you to apply:

• BA/BS or equivalent

• 5+ years’ experience in providing hardware and software support, problem analysis and resolution, and technical assistance in a fast and multi-task environment.  

• Experience as team lead, preferred

• MSDST, CAN, Hardware Certifications, ITIL
• Ability coordinate and participate in the installation, maintenance and repair of computer hardware, peripheral equipment and software. Ability to evaluate and prioritize incoming requests for assistance
• Strong technical knowledge combined with a great attention to details.
• Excellent working knowledge of Internet, MS Office Suite and Norton Antivirus
• Excellent working knowledge of Windows Operating System environment and related tools such as Group Policies, Microsoft Console Management, and desktop/laptop imaging (Symantec Ghost)
• Understanding of networking concepts (LAN/WAN) for troubleshooting connectivity problems
• Knowledge of Inventory process and related software tools
• Ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language
• Knowledge of Call tracking in Remedy and knowledge of reporting tools (Brio, Crystal Reports). Knowledge of ITIL processes

 To benefit your career and support your wellbeing, we offer:

• Competitive Total Rewards (compensation and benefits) package, including 401(k) Plan with matching contributions
• Varied incentive plans
• Flexible/Hybrid work schedules
• Wellness programs
• Tuition reimbursement
• Professional and career development courses
• Mentoring programs
• Volunteerism program 

 As a company, MissionSquare Retirement is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.