Windows Platform Support (L1)

Job Description & Responsibilities

As a Windows Platform Support (L1), you will provide first-level response within Interactive Brokers (IB) for information technology-related issues concerning the Microsoft Windows platform. You will assist business and development end-users via phone, email, and a centralized ticketing system to resolve or escalate IT issues.

This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, a high level of patience when supporting less technically savvy users, and the ability to operate effectively in a fast-paced business environment with a strong sense of urgency. Dependability and a willingness to go above and beyond in resolving technical issues are essential.

Essential Job Functions:

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware in accordance with department SLAs.
• Assist users via phone, email, in-person, or remote support tools.
• Resolve issues involving desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals.
• Install operating systems, applications, hardware drivers, and configure system settings per departmental standards.
• Troubleshoot problems using diagnostic tools to identify root causes and implement permanent solutions.
• Document issue resolutions in the department knowledge base and contribute to self-help articles for employee access.
• Maintain timely updates for assigned incidents, including user contact attempts and resolution details, and escalate when necessary.
• Participate in department or firmwide projects as directed by IT management.
• Support departmental productivity and development goals by attending training programs and team meetings.
• Interface professionally with employees at all levels, including executives, to promote a positive image of the department.
• Communicate effectively with both technical and non-technical colleagues.
• Participate in assigned schedules to ensure coverage.

Qualification & Skills

Knowledge, Education, and Skills:

• Minimum of 2+ years of technical support experience.
• Bachelor’s degree in Computer Science or completion of an IT apprenticeship with relevant experience.
• Certifications such as A+, Network+, Microsoft, or VMware are a plus.
• Strong organizational, prioritization, and multitasking abilities.
• Team-oriented with a commitment to knowledge sharing.
• Ability to explain technical concepts to non-technical stakeholders.
• Strong interpersonal and written communication skills.
• Attention to detail, flexibility, and ability to work independently.
• Demonstrated initiative and problem-solving skills.
• Ability to manage multiple high-priority tasks in a fast-paced technical environment.

Technical Experience:

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic and troubleshooting skills; a natural curiosity and interest in IT.
• Proficiency in Microsoft Office applications.
• Working knowledge of:
  • Entra ID and Azure services
  • Administrative scripting (PowerShell, Python, etc.)
  • Intune packaging and PC deployments
  • TCP/IP protocol stack and Wi-Fi
  • DNS and DHCP
  • Active Directory environments and Office 365 cloud applications
  • Desktop imaging, application deployment, and hard drive encryption
  • Domains and group policies

If you are motivated, have strong initiative, and a sense of responsibility, we offer a position that will challenge and reward you—while giving you the opportunity to contribute to building one of the world’s strongest brokerage brands.