Desktop Support Technician

About This Role

This desktop support technician role provides high-quality IT support and customer service to internal colleagues, working as part of an onsite team in NYC. The role suits a diligent, reliable, and quick-to-learn individual who is calm under pressure and approaches troubleshooting with a logical, methodical, and accurate mindset.

Responsibilities

• Monitor open Service Now ticket queues to ensure all calls are updated and/or assigned until resolution
• Provide onsite support in NYC and support remote users
• Perform all aspects of hardware, workstation, and printer repairs
• Provide support at the Tech Bar for end-user walk-ups
• Participate in an on-call rotation, including occasional weekends and late nights, to support upgrades, changes, and project work
• Coordinate and/or escalate with outside vendors and other support groups
• Maintain a clean working area for fixing existing equipment and testing new equipment
• Prepare and build workstations, installing and configuring appropriate software and drivers to ensure proper workstation build before implementation
• Update hardware and software inventories as appropriate
• Supplement Helpdesk Support as required
• Support BCP activity, including two annual business tests
• Support video conference equipment and meeting setups
• Provide coverage at other locations as required

Requirements

• 3+ years of experience in an end-user support role
• Relevant certification or education that demonstrates understanding of core concepts
• Microsoft Active Directory (user, group, and computer management)
• Microsoft Windows Desktop Operating Systems - Windows registry, Group Policy, file/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams/One Drive
• Microsoft SCCM
• Citrix Workspace/XenDesktop Virtual Desktop Environments
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills
• Excellent verbal and written communication skills
• Able to follow directions, priorities, and guidance from management
• Ability to multi-task and work on several projects at the same time
• Strong ability to deliver on time
• Ability to document processes, requirements, and create test plans
• Strong ability to translate business requirements into technical solutions
• Strong team player

Nice to have:

• Previous banking or trading type experience

Important Details