Donnelley Financial Solutions (DFIN) · 3 weeks ago
Technical Support Senior Associate
United States
Full-time
Remote
Senior LevelDonnelley Financial Solutions (DFIN) is a values-driven organization that delivers innovative software and service solutions for essential financial reporting and capital markets transactions. The Technical Support Senior Associate is responsible for assisting clients with technical issues, coordinating resolutions, and escalating complex problems to higher support tiers.
Cyber SecurityFinanceSoftware
Responsibilities
Liaise with clients to investigate and resolve problems associated with a client-facing web application
Liaise with client IT personnel to troubleshoot issues with network interactions, desktop configurations, and issues of unknown origin
Analyze client problems for either application or hardware cause and coordinate a resolution for the client
Immediate response to client requests for technical assistance through telephone, ticket assignment, or email
Resolve client usability issues on a timely basis
Maintain work records for all incidents through the tracking system
Escalate and coordinate incidents to Tier III when required
Provide training to Tier I as necessary
Research client questions and issues
Create client-facing training materials, help documentation and process mapping as necessary to support product development, IT and service teams
Adhere to standard Service Desk procedures
Perform other duties as assigned including but not limited to user acceptance testing and participation in system discovery sessions
Conduct software compatibility tests with programs, hardware, operating systems, or network environments
Monitor client issue resolution efforts and track successes
Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience
Provide feedback and recommendations to Venue Product Development on software usability and functionality from a client-based perspective
Collaborate with Venue Product Development to evaluate or diagnose problems and recommend possible solutions
Maintain a record of resolutions within the knowledge base
Utilization of remote control tools used to take over the client’s machine for the sole purpose of troubleshooting and finding a solution to the problem
Qualification
Required
Requires knowledge of the following programs: Windows Operating Systems
Requires knowledge of the following programs: Macintosh Operating System
Requires knowledge of the following programs: Internet Browsers: Explorer, Mozilla, Google Chrome, Safari
Requires knowledge of the following programs: Adobe Acrobat and Reader versions 9, X, and DC (for both PC and Mac)
Requires knowledge of the following programs: Microsoft Office versions 2007 and 2010
Requires knowledge of LAN/WAN configurations and topologies
Preferred
Additional knowledge of the following programs is not required, but would be beneficial: Microsoft Office SharePoint 2010
Additional knowledge of the following programs is not required, but would be beneficial: SQL Servers
Additional knowledge of the following programs is not required, but would be beneficial: Active Directory Federation Services
Additional knowledge of the following programs is not required, but would be beneficial: Java programming
Additional knowledge of the following programs is not required, but would be beneficial: Active X controls
Additional knowledge of the following programs is not required, but would be beneficial: Multi-lingual capabilities
Benefits
Competitive compensation
Flexible workplace
Comprehensive benefits
Opportunities for professional growth
Company
Donnelley Financial Solutions (DFIN)
DFIN is the leading global provider of compliance and regulatory software and services, fueling end-to-end investment company regulatory compliance needs, complex capital markets transactions, and essential financial reporting at every stage of the corporate lifecycle.
Founded in 1983
1001-5000 employees
H1B Sponsorship
Donnelley Financial Solutions (DFIN) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (3)
2023 (3)
2022 (6)
2021 (5)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Chris Benes
Senior Vice President, Global Site Reliability Engineering and Cloud Operations
Recent News
2025-10-31
Company data provided by crunchbase