Level 2 Desktop / End-User Support

Software Guidance & Assistance, Inc., (SGA), is searching for a Level 2 Desktop / End-User Support for a CONTRACT assignment with one of our premier Financial Services clients in lower Manhattan, NYC. 100% - 5 days/week. No remote flexibility.

Responsibilities :

• Provide end-user support for MS Windows, Mac, Office 365, remote access/VPN, AV Conferencing]
• Onboarding new Scotiabank staff
• Managing Cyber vulnerabilities
• Support front-office trading and sales functions in a large international bank.
• Support back-office operations and corporate functions.
• Support Investment Banking, Compliance, and other private-side businesses within the bank.
• Understand priorities, risks, and regulatory rules of the bank.
• Champion a customer focused culture to deepen client relationships.
• Demonstrate subject matter expertise in Windows, mobile technologies, desktop and standard applications.
• Provide exemplary customer support
• Provide technical support of end user issues via telephone, email, ticket assignment or walk-up requests.
• Resolve 80% of technical support issues on the first call. Assign to proper resolver teams if needed.
• Perform root cause analysis, diagnosis, and remediation of all technical issues.
• Manage trouble tickets in Service Now.
• Use diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Performs hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
• Resolves computer and laptop issues (connectivity, performance) and printer issues (local, network).
• Support other IT Groups as needed
• Escalate large scale issues to senior management.
• Liaise with the appropriate resolver/application teams for second level support.
• Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, Application teams.
• Adhere to established information security standards and procedures.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

Required Skills :

• 3+ years' experience performing IT end-user support at a financial institution.
• Working knowledge of DNS, internet infrastructure, and IP informational tools.
• Technical support expert, familiar with common computer hardware and productivity software applications
• Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers).
• Proficiency with MS O365 Suite
• Excellent communication skills, ability to be articulate and speak clearly on the phone.
• Excellent judgment skills to properly evaluate situations and provide effective solutions.
• Strong written and oral communication skills.
• Solid interpersonal skills, with a focus on understanding issues and making recommendations.
• Ability to absorb and retain information quickly and work independently with minimal supervision.
• Strong professionalism - comes dressed in professional attire every day.

Preferred Skills :

• Previous experience with ServiceNow

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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .


SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.