IT Support Associate

NinjaTrader’s IT Support Associate will focus on supporting NinjaTrader employees technical service requests. Requests through the ticketing system include desktop, laptop, software, telephone, and printer problem solving with an effective, timely, and courteous resolution. The ideal candidate will work independently with minimal supervision and provide technical support for business-critical systems, network infrastructure, peripheral devices, and business applications used in day-to-day operations.

In this position, you will:

• Provide effective end user training for front line phone, email, and chat support.
• Provide rapid response to technical issues sometimes requiring remote support.
• Utilize technical support center applications for accurate logging, tracking, and routing of requests and for efficient and responsive Problem and Incident resolution.
• Apply analytical skills to accurately assess incoming issues for escalation to the appropriate resolution level.
• Participate in personal and formal training exercises to improve technical, analytical, and interpersonal skills.
• Endorse and contribute to goal realization and values described in the department and group missions.
• Seek out ways to improve IT processes, capabilities, and execute improvements.
• Provide support for Ninja Trader proprietary applications.
• Create, update, and maintain knowledge Base articles.
• Prioritize and manage time, working productively and efficiently under general supervision.

Key Job Requirements:

• Some previous experience in customer support required.
• Excellent interpersonal skills used to provide courteous employee support and updates to management.
• Excellent verbal, telephone, and written communication skills.
• Excellent analytical skills for efficient problem diagnosis and resolution.
• Firm understanding of desktop, laptop, printer, telephone, cellphone, tablet, and peripheral hardware.
• Microsoft, Apple, and Linux operating systems.
• Quickly grasp, comprehend, and retain new technical concepts.

Ideal Job Requirements:

• 3-5 years of related experience providing customer service in a technology capacity.
• Associated degree in a Technology related field or industry certifications are strongly preferred.