Associate, Technical Support Level 2

About this role

About This RoleBlackRock stands as a worldwide leader in investment management, risk management, and advisory services, catering to both institutional and retail clients. With more than $10 trillion in assets under management and an employee base of approximately 30,000 professionals across over 30 countries, BlackRock is dedicated to helping clients achieve their objectives. This is accomplished through a diverse suite of products and services, including separate accounts, mutual funds, iShares exchange-traded funds, and a variety of other pooled investment vehicles.Position OverviewThe Associate – Technical Support Level 2 (TSL2) plays a crucial role as a member of the Digital Workplace – User Experience Operations team, based in New York, NY. This position serves as the primary liaison between internal stakeholders and the IT organization, ensuring clear communication and the efficient delivery of IT services. The Associate is instrumental in delivering comprehensive technical support throughout BlackRock’s New York Tech Hubs and executive business operations.Beyond day-to-day technical support, this role requires experience in project management and excellent written and oral communication skills. The Associate will lead transformational initiatives, coordinate technology deployments, and support the implementation of strategic technology projects.Key Responsibilities

• Deliver both in-person and remote IT support for desktops, mobile devices, peripherals, and end users at multiple locations, leveraging BLK technologies and access tools.
• Diagnose, resolve, and document technical issues by managing incidents with the BLK ticket platform (ServiceNow), ensuring timely responses and contributing to the creation of knowledge base articles.
• Manage devices by installing, configuring, monitoring, and troubleshooting workstations and mobile devices.
• Collaborate with global teams, including Level 2, Level 3, Unified Communications, and Engineering teams and escalate issues when necessary to maintain service standards and operational continuity.
• Support disaster recovery drills, executive meetings, and Business technology needs, acting as the technical support lead.
• Lead or participate in technology projects such as hardware refresh deployments, Windows Operating System upgrades, infrastructure upgrades, office relocations, and device lifecycle management activities.
• Prepare and update procedural documentation, monitor operational activities, and ensure compliance with established protocols.
• Carry out assignments as directed by the Level 2 Support Manager and contribute to team and organizational goals.
• Maintain the team’s ticket queues and update knowledge base articles as needed.
• Work closely with the Technical Support Level 3 escalation group to document and resolve more complex technical issues promptly.
• Participate in both global and local projects, including infrastructure improvements, office moves, mergers and acquisitions, and lifecycle management.

Skills & Experience

• 3+ years experience supporting clients in a desktop support role (preferably as a technical lead) in a financial environment.
• Strong understanding of the Microsoft Office 365 suite and Windows environment, with the ability to accurately troubleshoot and resolve technical issues to completion.
• Strong written and verbal communication skills, with effective time management, organizational, and analytical skills.
• Ability to create clear and comprehensive project plans to coordinate and track all project work end-to-end from start to finish.
• Exceptional customer service orientation to ensure the best possible user experience during issue resolution process.
• Proven ability to prioritize tasks according to business impact and swiftly react to those tasks in a fast-paced environment where situations can change quickly.
• Handle multiple responsibilities, and perform well under pressure, both independently and autonomously within a team.
• Responsible, flexible, proactive, and committed to achieving objectives and resolving issues thoroughly and accurately.
• Familiarity with AI Tools such as Microsoft CoPilot. CoPilot Studio, OpenAI, etc.

Preferred Qualifications

• Experience providing technical support on a trading floor is highly preferred.
• Familiarity with ServiceNow, SmartSheet, Jira, and Agile methodologies.
• Familiarity with Market Data applications is beneficial.

Additional Information

• The main office for this position is located in 50 Hudson Yards in New York city.
• This in-office requirement for this role is 5 days a week in the office.
• Possible weekend work will be required from time to time but not often.
• This role will offer leadership and mentoring opportunities within the technical support team.
• While technical licenses are not mandatory, possessing them is preferred and can strengthen a candidate’s qualifications for this position.

For New York, NY Only the salary range for this position is USD$110,000.00 - USD$140,000.00 . Additionally, 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 and your total compensation may vary based on role, location, and firm, department 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) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

 

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email [email protected]. All requests are treated in line with our privacy policy.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.