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Detailed Job Description:

Required Qualifications:

• The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• A.S Computer science and five years of end-user support experience or equivalent combination of education and work experience.
• Understanding of software and hardware deployed within a business.
• Effective verbal and written communication skills for the purpose of information to end-users.
• At least 2 years' experience working on time sensitive support environment for a large company, supporting users in Windows 10, office365 at a minimum of a Tier II level.
• Basic knowledge of windows server, active directory, as well as Microsoft exchange server.
• Experience working in a team-oriented, collaborative environment.

Preferred Qualifications:

• Bachelors or technical degree and six years of work experience in IT.
• Knowledge of specific software, hardware and Infrastructures experience
• Banking or financial services experience

Job Responsibilities:

• Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
• Provide level 2&3 Service Desk and Desktop Support for end user at direct location and remotely when needed.
• Follows established methodologies or procedures to determine end-user problems and provide a solution.
• Properly evaluate issues and escalate highly complex, non-routine issues to more experienced teammates.
• Works and makes decisions within guidelines
• Maintain the integrity of the IT environment ensuring all standards and build requirements are being met.
• Serve as subject matter expert for all facets of end-user computers
• Create knowledge base documentation, guides and how-to's to be utilized by the Service Desk.
• Support telecom needs including MS Teams and Call Center Applications.
• Identify and resolve problems with desktop software applications and systems management software distribution. Manage failed deployments, providing feedback to Engineering team leads.
• Ensure asset management guidelines are being followed, preserving computer inventory and surplus equipment.
• Ascertain and repair connectivity issues.
• Maintain excellent level of customer service, ensuring that all internal customers are treated efficiently and in appropriate manner.
• Accurately record, update and document requests utilizing the ITSM tool and any other duties as assigned by the company.
• Serve as the liaison between third party vendors and end users on any escalated end user issues.
• May interact with production services, software systems engineering, applications support, and/or applications development to restore service and/or identify and correct core problem.