Analyst - Desktop Support

New York, NY, United States

Position Overview

At Apollo, we're a global team of alternative investment managers passionate about delivering uncommon value to our investors and shareholders. With over 30 years of proven expertise across Private Equity, Credit and Real Estate, regions and industries, we're known for our integrated businesses, our strong investment performance, our value-oriented philosophy - and our people.

The Desktop Support Analyst provides technical support to end-users in the following capacities:

Help Desk Technology: respond to end user issues and requests for technical information and assistance. Receive, prioritize, document, and actively coordinate resolution, maintaining communication with the end user during the resolution process.

Resolve problems using problem resolution and escalation procedures leveraging diagnostic and incident tracking tools.

Desktop Technology: Install, diagnose, repair, maintain and upgrade desktop hardware, software and related equipment to ensure optimal performance. Troubleshoot problems in a timely and accurate fashion and provide end-user training as required.

Application Support: provide support to end users on how to use software applications to fulfill business objectives. Provide guidance in the proper use of software applications and troubleshoot application usage issues.

Primary Responsibilities Monitoring the Support Dashboard, assigning and documenting incoming incidents and requests

Resolve issues and requests or escalate problems to the appropriate technical resource

Access and contribute to Knowledgebase and frequently asked questions/resources

Perform desk side diagnosis and resolution of problems for end-users

Document problem-solving processes and successful actions taken through to final resolution in incident management system

Identify trends and evaluate potential resolutions to proactively reduce future occurrences

Ensure end user devices remain compliant, per Security requirements, remediating as required

Install, configure, test, maintain, monitor, and troubleshoot end-user computing infrastructure both physical and virtual

Perform desktop moves, adds, and changes as required, willing to lift move printers, workstations etc. weighing up to 45lbs/20kg

Maintain desktop hardware and software inventory

Maintain relationships with desktop technology vendors and service providers

Learn appropriate software and usage to provide application support to end-users

Communicate problems and issues to management, development teams and end- users

Qualifications & Experience 3-5 years support experience in a Windows 10 Network Environment

Excellent written, verbal communication and client service skills with proven ability to work in a fast-paced environment

Proficient in Microsoft Office products (2016, O365)

Knowledge and understanding of Mobile Device Management with an expertise in iPad and iPhone devices

Experience with Microsoft System Center Configuration Manager

Experience in troubleshooting Citrix and remote access issues

Experience with VMware virtual machine deployment and maintenance

Understanding of network traffic flow and core infrastructure services (eg: DHCP, DNS, etc)

Highly self-motivated and detail oriented with ability to collaborate with others

Strong organizational and document management skills are essential

Experience in the finance industry is preferred with exposure to market data services and applications

Willing to work outside of business hours when necessary

ABOUT APOLLO

Apollo is a high-growth, global alternative asset manager. In our asset management business, we seek to provide our clients excess return at every point along the risk-reward spectrum from investment grade to private equity with a focus on three investing strategies: yield, hybrid, and equity. For more than three decades, our investing expertise across our fully integrated platform has served the financial return needs of our clients and provided businesses with innovative capital solutions for growth. Through Athene, our retirement services business, we specialize in helping clients achieve financial security by providing a suite of retirement savings products and acting as a solutions provider to institutions. Our patient, creative, and knowledgeable approach to investing aligns our clients, businesses we invest in, our employees, and the communities we impact, to expand opportunity and achieve positive outcomes.

OUR PURPOSE AND CORE VALUES

Our clients rely on our investment acumen to help secure their future. We must never lose our focus and determination to be the best investors and most trusted partners on their behalf. We strive to be:

The leading provider of retirement income solutions to institutions, companies, and individuals.

The leading provider of capital solutions to companies. Our breadth and scale enable us to deliver capital for even the largest projects - and our small firm mindset ensures we will be a thoughtful and dedicated partner to these organizations. We are committed to helping them build stronger businesses.

A leading contributor to addressing some of the biggest issues facing the world today - such as energy transition, accelerating the adoption of new technologies, and social impact - where innovative approaches to investing can make a positive difference.

We are building a unique firm of extraordinary colleagues who:

Outperform expectations

Challenge Convention

Champion Opportunity

Lead responsibly

Drive collaboration

As One Apollo team, we believe that doing great work and having fun go hand in hand, and we are proud of what we can achieve together.

OUR BENEFITS

Apollo relies on its people to keep it a leader in alternative investment management, and the firm's benefit programs are crafted to offer meaningful coverage for both you and your family. Please reach out to your Human Capital Business Partner for more detailed information on specific benefits.

Apollo Global Management LLC is an equal opportunity/affirmative action employer. The firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law.

Pay Range

94,500-115,000

The base salary range for this position is listed above. This position is also eligible for a discretionary annual bonus based on personal, team, and Firm performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience and expertise, and may vary from the amounts listed here.