Job Description
The IT Systems & Support Engineer will provide technical support to end users through thoughtful, proactive engagement, and assist with the completion of IT projects. This role is responsible for taking ownership of technical issues, either working them to completion or triaging to the appropriate escalation point. This role reports to the Director of Systems & Technology.

Key Responsibilities
The position responsibilities include, but are not limited to, the following:

• Respond to IT helpdesk tickets promptly, offering solutions and troubleshooting assistance
• Escalate unresolved issues to the next level of IT personnel
• Maintain IT ticketing system, document details of each support request and resolution
• Maintain IT asset inventory documentation
• Document solutions and create user guides for common issues
• Provision, configure, and maintain desktops, laptops and mobile devices (Microsoft Autopilot)
• Perform daily backup and replication checks
• Pull and archive regular reports from various IT systems
• Administer Microsoft Office 365, including Intune and Autopilot
• Coordinate SharePoint document migrations
• Assist with researching and implementing productivity tools and software
• Contribute to IT projects, working in tandem with other team members

Requirements
Successful candidates will display traits inherent in GEM’s collegial and team-oriented culture, including enthusiasm, honesty, humility, integrity, and curiosity.
Education & Experience

• Preferred bachelor’s degree in a related field.
• 2-5 years of experience in financial services, preferably in an IT helpdesk (desk-side support) or another technical role

Required Technical Skills

• Familiarity with common hardware and software found in corporate offices
• Hardware and software troubleshooting
• Mobile device support (iOS/Android)
• Microsoft Office support
• Active Directory (Move/Add/Change)
• Microsoft 365 Administration

Preferred Technical Skills

• Microsoft Exchange Online
• SharePoint Online/OneDrive
• Microsoft Intune and Auto-Pilot
• PowerShell and/or Python

Benefits

• Competitive, market-based compensation
• Comprehensive medical, dental, and vision health insurance
• Flexible Spending Account / Health Savings Account options
• Short- and long-term disability insurance
• Life insurance / AD&D
• 401(k) retirement plan with employer contribution
• Wellness reimbursement program
• Charitable donation match program
• Paid time off
• Education assistance, including certification, membership reimbursements, and more.
• Team and company events

Company Culture
Every team member contributes to the GEM culture by respectfully voicing opinions, asking questions, evaluating how and why things are done, and offering solutions. This level of involvement and trust is developed through bonding opportunities over shared meals, joint celebrations, and team and firm outings.
Service is also a key element of GEM’s culture. Employees are presented with opportunities to serve both internally and externally. They can sign up to serve on various internal committees, such as the Community Engagement Committee, and volunteer with local nonprofits. GEM aims to improve the local community while encouraging its team members' spirit of giving.