• End User Support Specialist

    Location : Location US-TN-Nashville
    Information Technology
    Position Type
  • Company Overview

    AB is a leading global investment management firm that offers high-quality research and diversified investment services to institutional clients, individuals and private clients in major markets around the world. AB employs more than 500 investment professionals with expertise in growth equities, value equities, fixed income securities, blend strategies, and alternative investments, and, through its subsidiaries and joint ventures, operates in more than 20 countries. AB’s research disciplines include fundamental research, quantitative research, economic research and currency forecasting capabilities. Through its integrated global platform, AB is well-positioned to tailor investment solutions for its clients. AB also offers independent research, portfolio strategy and brokerage-related services to institutional investors.


    IT Group Description:
    The Corporate Technology Services (CTS) organization is responsible for AB’s end user technology, workplace technology and corporate systems. CTS is a face-to-face client focused organization that works closely with all IT counterparts, as well as the business to deliver enterprise wide products, services and support. Teams within CTS include End User Technology, the IT Service Desk, Service Delivery Management, Corporate Financial Systems, Corporate Systems, Audio Visual Services, IT Product Management and Technology User Experience. CTS is a global organization of 150+ members located across 15+ AB offices and reports to the Chief Technology Officer.


    Job Description:
    We are seeking a Nashville based End User Support Specialist to join our Americas End User Technology Team.

    The successful candidate will be responsible for the delivery and support of end user and workspace technology to AB staff across the Nashville and East Coast US offices. The candidate will be expected to communicate and build relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client facing role which will have daily interaction with AB business and technology staff, including executive management.

    AllianceBernstein is an equal opportunity employer.  We do not discriminate based race, color, creed, national origin, sex, age, disability, marital status, sexual orientation or citizenship status.


    • Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, ensuring ongoing enhancements to AB’s technology.
    • Respond and proactively address employees’ technology questions regarding computer systems, telecommunication devices, and software applications.
    • Provide individual and group technology training sessions to staff. Deliver best practices for new and
      existing hardware and software technology releases. Train new hires on AB technologies required for their role.
    • Utilize existing IT management systems (ServiceNow, eRequest, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.
    • Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications
      equipment. Perform moves/adds/changes for all desktop and telephone hardware as needed.
    • Actively update and maintain inventory management, request, incident and purchasing systems. Ensure all systems are properly documented and updated with latest troubleshooting techniques.
    • Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest.
    • Coordinate efforts with technology staff from other AB technology departments. Act as liaison between the staff and these various groups. Communicate technology changes and needs to all parties
    • Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.
    • Understand the evolving technology needs of the business units in the offices/floors of support. Provide
      custom technology-based solutions for the office as needed.

    Describe the applications and business or enterprise functions the role supports:

    This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the Nashville and East Coast US offices. These incudes but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows, Apple OS, etc.) mobile and BYOD devices (Mobileiron, iOS, Android, Chromebooks, etc.), communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, and all desktop software. The role will work with users from all business units at AB.


    What makes this role unique or interesting?

    This role is business aligned and provides the opportunity to work closely with every aspect of the business and IT. Understanding how technology impacts our business as well as contribute to the products and services that will improve other business units. This role also allows for travel to the satellite offices.


    Bachelor’s degree preferred, however an exceptional candidate with strong presence and experience is acceptable. 1-10 years of related experience, Proven track record of supporting demanding and high energy users is needed. Demonstration of strong verbal and written communications skills in a corporate environment. Strong presence and high energy. A+ Certification preferred.


    Special Knowledge:

    • Excellent interpersonal and communication skills. Business and technical writing skills.
    • Strong understanding of IT Service Management practices. Experience in using ITSM programs such as Service- Now, Remedy, eRequest, etc
    • Excellent troubleshooting, technical / creative problem-solving and analytical ability.
    • Strong presence and communication skills
    • Strong knowledge of Windows 7 and 10 operating systems
    • Knowledge of Apple and Android mobile devices
    • Knowledge of Microsoft Active Directory and Active Roles interface
    • Knowledge of Virtual Desktop Infrastructure (VDI)
    • Knowledge of PC hardware and peripherials

    Location: Nashville, TN, US


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