Helpdesk Analyst

Our Helpdesk is committed to providing the highest level of technical support for our end-user community. Our mission is to maintain business productivity by being the first point of contact for all technical issues in our environment.

This role offers exposure to a wide variety of technologies, including the Azure cloud, BYOD, Microsoft Office 2013/2016/365, and Windows 10. Joining our helpdesk can be the first step in building an exciting technology career with Susquehanna. We encourage growth both within the role and across our firm.

You will engage with and directly support over 1,500 users across our dynamic trading, business, and technical environments. You will not only be responsible for resolving technical issues as they arise, but you will also be heavily involved in projects to prevent these problems from occurring in the first place.

We’re Not Your Typical Help Desk:

• We’re not a call center. Our end users can contact our team directly by phone, email, IM or even by stopping by our office.  We don’t outsource our support, so regardless of how users contact us, they can be assured we will have the access and knowledge necessary to help them.
• We are rapidly changing. The performance monitoring of end points is critical to the stability of our environment. The Helpdesk team monitors and responds to changes in our environment. We strategize around the end user needs, making recommendations around best practices to ensure stability and software/hardware evangelism.
• We think proactively, not reactively. Our goal is to find potential issues before they ever reach our user base.  We are involved in preventative maintenance, compatibility testing, and research of new technologies to ensure we understand how changes will affect our environment before those technologies are implemented.
• We’re not confined to “tiers”. We work with just about every team across our organization.  The technical knowledge of the users we support varies and so does the complexity of the challenges we encounter.  We are given the flexibility and resources we need to ensure we can solve whatever problem is thrown our way.
• Continual growth opportunities. Whether it’s querying databases, automating a task, working with PowerShell, or taking on a new project, we never want our team members to stop growing their impact.

What we're looking for

• Minimum of one (1) year of experience in a technical support position required
• PC and laptop hardware and software installation and troubleshooting skills required
• Working knowledge and experience with Microsoft Office 365 and Windows 10 required
• BS in Information Technology, Information Systems, Computer Engineering or a similar major preferred
• Scripting experience including PowerShell and/or Python is a plus
• This shift starts at 9 AM Eastern

About Susquehanna

Susquehanna is a global quantitative trading firm founded by a group of friends who share a passion for game theory and probabilistic thinking. We have incorporated this approach into our culture, where you will find relentless problem solvers within each of our core disciplines: Trading, Technology, and Quantitative Research. From offices around the world, our employees collaborate to make optimal decisions and are driven by the desire to achieve winning results together.

What we do

We are experts in trading essentially all listed financial products and asset classes, with a focus on derivatives trading. Through market making and market taking, we handle millions of trading transactions around the world every day, providing liquidity and ensuring competitive prices for buyers and sellers. While our presence in the market is broad, our trading desks are highly specialized, allowing for a deep understanding of unique drivers of each asset class.