Technical Support, Associate / New York, NY

About this role

The team provides 24x7 support to C-level executives and their executive assistants, handling tasks such as installing, diagnosing, repairing, maintaining, and upgrading end-user hardware and software. The team supports a wide range of technologies, including PCs, VDIs, laptops, smartphones, tablets, MacBooks, Chromebooks, and home networks. Support is provided in person, by phone, or email, and includes phone/remote support, desk-side support, break/fix, move/add/change, AV support, and more. Additional responsibilities include user outreach, asset tracking, and vendor coordination.

Responsibilities

• Respond to user inquiries via email or phone-generated support calls.
• Escalate high-impact problems while maintaining ownership and responsibility.
• Provide application support on multiple operating systems, including Windows 10/11, Office 365, Outlook mobile, and macOS.
• Support BlackRock Dell PCs, laptops, Chromebooks, smartphones, tablets, virtual desktops, printers, monitors, headsets, and multimedia equipment.
• Understand and support in-house applications.
• Provide technical solutions and guidance to users at all levels.
• Build and install hardware in accordance with the lifecycle program.
• Manage inventory and assets.
• Assist with other IT support elements as required.
• Assist with project delivery tasks as needed.
• Analyze, diagnose, and resolve desktop problems for end-users, and implement corrective solutions, including off-site repair for remote users.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Collaborate with other support groups and partner with groups such as Exchange, AIM, Cyber Security, Windows, Network Operations, and others to maintain a high level of service.
• Participate in disaster recovery planning and testing.
• Write technical support documentation and share knowledge with the team.
• Occasional travel may be required, including travel support and high-risk travel. Must be comfortable with being on call and providing weekend support.
• Must be able to multitask and be familiar with multimedia platforms such as Cisco WebEx, Zoom, and Teams.
• Experience with aircraft and aviation hangar support is a plus.

Experience with

• Active Directory, Mobile Device Management, SCCM, macOS, Office 365, Windows 10/11, Jabber, Cisco AnyConnect, Citrix Gateway, VPN, and Dell/Mac/Apple hardware.
• Executive IT Support, including supporting a CEO or chairman's suite, senior managing directors, and Board of Directors in the financial sector.
• Event support and sophisticated home networks.
• Proactive support, including tools such as Splunk and ControlUp.
• Supporting a data privacy program, including knowledge of removing personal information from data brokers, monitoring the dark web, and managing password security through password managers.
• Satellite communications, Starlink, and burner devices.

Compensation & benefits

For New York, NY only, the salary range is USD 110,000.00 – USD 140,000.00. Employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy; total compensation may vary based on role, location, and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents, and Flexible Time Off (FTO) to relax, recharge, and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable collaboration and apprenticeship while supporting flexibility. Employees are required to work at least 4 days in the office per week, with the option to work from home 1 day a week. Some groups may require more time in the office due to roles and responsibilities. We aim to maximize in-person collaboration to drive performance and innovation. New joiners can expect a hybrid model that supports learning and onboarding.

About BlackRock

BlackRock’s mission is to help more people experience financial well-being. Our clients and the people they serve—saving for retirement, paying for education, buying homes, starting businesses—benefit from our work. We are committed to creating an environment where colleagues feel welcomed, valued, and supported with networks, benefits, and development opportunities to thrive.

For additional information, visit careers.blackrock.com. Follow BlackRock on Twitter at @blackrock and LinkedIn at www.linkedin.com/company/blackrock.

Equality & accommodations

BlackRock is proud to be an equal opportunity workplace. We evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other protected basis. View the EEOC Know Your Rights poster and the pay transparency statement. BlackRock is committed to full inclusion and provides reasonable accommodations or job modifications for individuals with disabilities. Requests for accommodation should be directed to Disability.Assistance@blackrock.com. All requests are treated in accordance with our privacy policy. BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with applicable law.