Desktop Support Analyst

About TrailStone

At TrailStone we believe in shared success for our investors and our employees. Success is driven by exceptional people working together as a team with a passion for the mission and common values.

TrailStone is a global energy trader and risk manager. Our mission is to play a leading role in facilitating the worldwide transition to renewable power. Our primary business is real-time management of electricity generation assets. Our team of traders, meteorologists, software engineers, risk managers, and data scientists aim to increase the stability of electric grids while minimizing risk for generators of intermittent electricity from wind and solar investments. TrailStone leverages its energy market experience and predictive modelling platform to take and manage financial trading risk in energy markets.

Job Title: Desktop Support Analyst

Location: Austin, TX

Responsibilities:

The right candidate will provide comprehensive front-line hardware and software support of traders, middle office, back office staff, executives, and support teams. This includes the following:

• Taking full ownership of issues until they are resolved
• Responding to issues in a timely manner
• Utilizing creative thinking skills to determine the nature of problems, and the resources required to resolve them
• Escalating complex problems to onsite or vendor subject matter experts in a timely manner
• Following up with users to verify all problems have been resolved satisfactorily
• Documenting issues received and managing the ticket process to closure
• Scheduling warranty repairs and ordering new hardware
• Providing Active Directory User/File/Folder/Group permissions management
• Setting up, moving, and tearing down desktops, laptops, and phone hardware
• Supporting desktops, laptops, virtual desktops, Citrix applications, mobile devices, etc. including device imaging, roll-outs, moves, and updates as needed
• Creating and maintaining self-service documentation
• Providing end user IT disaster recovery assistance as needed
• Following a daily task log

• Working with vendors and employees to identify and implement positive business changes including deployment of new technologies
• Occasional travel to US and/or International offices
• Creating weekly reports for assigned activities and project status
• Performing other duties as assigned

Educational and Technical Requirements:

• Bachelor’s degree in computer science or 3+ years of equivalent training and experience
• Experience with trading or financial services environments
• Minimum 2+ years supporting: Active Directory, TCP/IP, DNS, DHCP, Windows 10, NTFS permissions, PC imaging, network printer management & troubleshooting, overall Deskside support.
• Must have advanced working knowledge of relevant end-user hardware, Microsoft operating
• Strong verbal and written communication skills
• Ability to communicate at all levels of an organization, including vendors, executives, and traders, using interpersonal skills, via phone, video conferencing, email, and chat, and in-person.
• Ability to assess and accommodate various levels of employee technical skills
• Ability to effectively manage different personality types
• Ability to solve complex problems using logic and analytical skills
• Able to balance multiple priorities while working under pressure with tight deadlines
• Possess a positive attitude with strong customer service orientation
• High degree of confidentiality required
• Some heavy lifting required and manual dexterity to work inside hardware components required
• Available to work overtime if required and be part of an on-call rotational support team
• systems, Microsoft Office and other Trading applications
• Experience with the following systems is a plus:
• Windows Server 2008-2016
• Application packaging and deployment
• Virtual desktops
• Must be willing to work a flexible schedule
• Must have a current passport, or be willing to obtain