Job Overview Guggenheim Investments is looking for a skilled Service Desk Tier 2 Technician to join our dynamic IT team in the New York City Metropolitan Area. In this critical role, you will handle escalated technical support requests, resolve complex hardware and software issues, and contribute to maintaining high availability of IT services for our investment professionals and staff. As a Tier 2 specialist, you will serve as a bridge between frontline support and senior engineering teams, ensuring efficient problem resolution and user satisfaction in a fast-paced financial services environment. Key Responsibilities Provide advanced troubleshooting for desktops, laptops, mobile devices, and peripherals, including diagnosing network connectivity, application failures, and system performance issues. Manage ticket escalation from Tier 1, performing root cause analysis, implementing solutions, and documenting resolutions in the service management system. Support end-user software installations, updates, and configurations for financial applications, Microsoft Office suite, and collaboration tools like Teams and Outlook. Collaborate with network, security, and infrastructure teams to address enterprise-wide incidents and changes. Conduct hardware repairs, asset inventory management, and user onboarding/offboarding processes. Monitor system health using tools like ServiceNow or similar ITSM platforms, proactively identifying potential issues. Deliver exceptional customer service through phone, email, chat, and in-person support, maintaining professionalism under pressure. Participate in on-call rotations to ensure 24/7 coverage for critical incidents. Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience. At least 3-5 years of hands-on experience in IT service desk or technical support roles, with proven Tier 2 expertise. Strong knowledge of Windows and macOS operating systems, Active Directory, and Office 365 administration. Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are highly desirable. Experience in a financial services or regulated industry is a plus. Skills Technical proficiency in networking protocols (TCP/IP, DNS, DHCP), virtualization (VMware or Hyper-V), and remote support tools (e.g., TeamViewer, Bomgar). Excellent problem-solving abilities with a methodical approach to diagnostics and troubleshooting. Superior communication skills, both verbal and written, to explain technical concepts to non-technical users. Ability to manage multiple priorities in a high-volume ticket environment while meeting SLAs. Familiarity with scripting (PowerShell, Bash) for automation and cybersecurity best practices, including endpoint protection and phishing awareness. Company Info Guggenheim Investments, a leading global investment and asset management firm, manages over $350 billion in assets and offers innovative solutions in fixed income, equities, and alternatives. Headquartered in New York City, we foster a collaborative culture driven by excellence, integrity, and innovation, serving institutional and high-net-worth clients worldwide. Benefits We offer competitive compensation, comprehensive health, dental, and vision insurance, 401(k) matching, generous paid time off, and wellness programs. Enjoy perks like tuition reimbursement, employee assistance programs, and access to cultural events in NYC. Growth Opportunities Advance your career through internal mobility, leadership development programs, and certification sponsorships. Join a team that values continuous learning and promotes from within, with opportunities to specialize in cybersecurity, cloud services, or IT project management.