About Company
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management, and wealth management services. With offices in more than 41 countries and a history of over 85 years, we are dedicated to providing our clients with the finest thinking, products, and services. Our technology division is the backbone of our global operations, enabling our professionals to deliver innovative solutions and maintain our competitive edge in a fast-paced market. We pride ourselves on a culture of integrity, excellence, and teamwork, fostering an environment where every employee can thrive and contribute to our collective success. Joining Morgan Stanley means becoming part of a prestigious institution committed to innovation and making a global impact.
Job Description
Are you a tech-savvy problem-solver with a passion for supporting end-users? Morgan Stanley is seeking a dedicated and proactive IT Support Specialist to join our dynamic technology team, working remotely from Downtown Denver. In this critical role, you will be the first point of contact for our employees, providing essential technical assistance and ensuring the smooth operation of their IT infrastructure. This position offers the flexibility of a work-from-home model, allowing you to contribute to a global financial leader from the comfort of your personal workspace, while still being part of our vibrant Denver tech community.
As an IT Support Specialist, you will be responsible for diagnosing and resolving a wide array of technical issues, ranging from software malfunctions and hardware failures to network connectivity problems and application support. You will utilize remote diagnostic tools and a comprehensive ticketing system to manage support requests efficiently, escalating complex issues to specialized teams when necessary. Your ability to communicate complex technical information clearly and patiently to non-technical users will be paramount. We are looking for someone who thrives on helping others, possesses strong analytical skills, and can maintain a high level of professionalism and service quality in a fast-paced environment. This role is not just about fixing problems; it’s about empowering our employees and ensuring they have the tools and support they need to perform at their best, ultimately contributing to Morgan Stanley’s mission of delivering world-class financial services.
You will play a key role in maintaining our robust security posture, adhering to strict compliance standards inherent in the financial industry, and actively participating in ongoing IT projects designed to enhance our internal systems and overall user experience. This includes assisting with the onboarding of new employees by setting up their IT environments and providing initial training on our core applications and security protocols. Furthermore, you will be expected to provide ongoing technical training and guidance to users as new technologies are introduced or processes evolve. Proactively identifying areas for improvement in our IT services, contributing to knowledge base articles, and developing efficient support processes will also be a significant part of your contribution. You will troubleshoot connectivity issues, resolve software installation challenges, manage user accounts and permissions, and provide support for various collaboration tools crucial for a remote workforce. This role demands a high degree of independence, organizational skills, and a commitment to continuous learning to keep pace with evolving technological landscapes and Morgan Stanley’s cutting-edge infrastructure. Your impact will be felt directly by our global teams, ensuring they remain productive and secure.
Key Responsibilities
- Provide first-line technical support for hardware, software, network, and application issues via remote tools, phone, and chat.
- Diagnose and resolve technical problems efficiently, escalating complex issues to appropriate teams when necessary.
- Manage and prioritize support tickets using a ticketing system, ensuring timely resolution and clear communication.
- Assist with IT onboarding for new employees, including setup of workstations, accounts, and application access.
- Maintain accurate records of technical issues, solutions, and user interactions in the knowledge base.
- Provide guidance and training to users on new technologies, software applications, and best practices.
- Adhere to company IT policies, security protocols, and compliance standards within the financial sector.
- Participate in IT projects aimed at improving system reliability, performance, and user experience.
- Proactively identify and recommend solutions for recurring technical issues to enhance overall IT service delivery.
Required Skills
- 2+ years of experience in an IT Support or Help Desk role.
- Proficiency in troubleshooting Windows operating systems (Windows 10/11) and macOS.
- Strong understanding of network fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
- Experience with Active Directory, Office 365, and other common business applications.
- Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience supporting financial services industry specific applications or environments.
- Knowledge of cloud platforms (AWS, Azure) and virtual desktop infrastructure (VDI).
- Experience with mobile device management (MDM) solutions.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching contributions.
- Opportunities for professional development and career advancement.
- Access to a wide range of learning resources and training programs.
- Employee assistance program and wellness initiatives.
- Remote work stipend to support home office setup and internet.
- Employee discount programs and financial wellness resources.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience and skills for this remote IT Support role.