Senior Staff, Desktop Support

E*Trade Chicago , IL 60602

Posted 1 week ago

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.

We need a highly skilled and reliable desktop technician who can work well under pressure and meet deadlines. You must be able to multitask and concentrate on different projects at the same time. You need to have the ability to learn and adapt to changing technologies, while implementing newly learned skills quickly. Your goal will be to constantly work faster and smarter, while effectively communicating with clients and management.

You will need extensive knowledge in Appsense, Tivoli BigFix Reporting, Remedy, Windows 7, Windows 10, Mac OS versions, networking and Active Directory. Having knowledge of tablets, smartphones, mobile technology and Apple/HP/Dell/Lenovo Hardware will have you in a great place.


  • You will work in an existing IT Desktop Services department and respond to calls, emails, Remedy tickets, and in-person requests for assistance with IT problems/malfunctions. You will be expected to log and analyze each call using Remedy and determine either how to solve the problem or escalate the problem to the appropriate level. You will also be expected to generate regular status reports regarding their help desk activities. Outside these responsibilities, this position will involve participating in IT projects, handling time sensitive issues, and prioritizing tasks based on urgency.

  • Provides technical service support to over 600 users including: installation, maintenance, and software training support.

  • Be part of a team that redesigns workflow to better utilize resources. Develop and maintain effective business and personal relationships with all clients and management especially between client IT representatives, and technical services.

  • Provides technical expertise for all network users in the areas of training, problem resolution, hardware and software upgrades. Ensures that company computers, networks resources, and applications are functioning properly and are available for the intended uses.

  • Daily duties may include: providing printer, software and peripherals operation support; servicing workstations; providing assistance to users with standard office automation tools and local applications; providing assistance in technology rollouts; compiling weekly status reports.

  • Complete and follow up on ticket queues.


  • Microsoft Certified IT Professional (MCITP) and A+ Certification preferred

  • Minimum of 4 years of experience in the following areas:

  • Expertise in Windows 7, Windows 10, and Mac OSX operating systems

  • Ability to provide elementary network and server problem diagnostics

  • Experience supporting an automation effort in a help desk and troubleshooting capacity with all Windows Desktop Operating Systems

  • Experience with office automation products to include MS Office/Outlook

  • Experience and strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows and OS based applications

  • Demonstrated ability to define and resolve computer/printer malfunctions via telephone and email

  • Experience with Dell, Lenovo and Apple systems a plus

  • Experience with remote access solutions required. Citrix, VPN, or similar technologies

  • Experience with enterprise desktop management and group policies preferred

  • Experience with Tivoli BigFix

  • Encryption

  • AntiVirus application

  • Active Directory

  • Desktop Imaging

  • Knowledge of App-V

  • Microsoft Windows 7, Windows 10 and Mac OSX operating systems

  • Microsoft Office 2010/2016/365

  • TCP/IP networking

  • Remedy

We offer a competitive and comprehensive benefits package. Please visit to learn more about the opportunities.

E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.

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Senior Staff, Desktop Support