Analyst, IT

You will be part of a global team responsible for supporting and advancing the corporate computing environment at Intercontinental Exchange (ICE), a Fortune 500 member and a leader in financial technology. As an End User Computing Engineer at ICE, you will collaborate with technology leaders to ensure that users across the organization have access to the hardware and software necessary for their work. Your technical proficiency, along with a proactive attitude, professionalism, and strong communication skills, will be key in this role. Your responsibilities will include balancing technical problem-solving, customer service, and collaboration to support users in accessing and utilizing hardware and software effectively. Demonstrating a sense of urgency, you will take ownership of incidents and requests, finding creative solutions and continuously improving processes. Clear and accurate communication, active listening, and the ability to provide useful feedback will be essential in your interactions with users and colleagues. The position requires 24x7 support coverage, including working in shifts and weekends. You will provide end-user support for hardware, software, network, and servers, primarily on Windows and some Mac devices. Managing incoming queries through various channels and prioritizing issues effectively will be part of your daily tasks. Additionally, you will focus on customer satisfaction, maintain user groups and distribution lists, troubleshoot servers, and provide support for mobile devices. To be successful in this role, you should have a college degree in Engineering, MIS, CIS, or a related discipline, along with 3-5 years of hands-on experience in a technical support or End User Computing Environment. Familiarity with service management tools, Active Directory, endpoint management tools, Windows, and Mac operating systems will be beneficial. Additionally, basic experience in troubleshooting VDI environments and end-user VPN connectivity resolution is desirable. As an End User Computing Engineer at ICE, you will have the opportunity to mentor other EUC Analysts, document team responsibilities and processes effectively, and take initiative in learning and performing core duties of Senior EUC Analysts.,