Desktop Support Technician

The Desktop Team is responsible for providing high-end quality IT Support and customer service to internal colleagues. The successful candidate will join a team based onsite in NYC.

The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical, and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.

The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company.

Tasks

• Monitors open Service Now ticket queues to ensure that all calls are updated and/or assigned until resolution.
• Part of Team providing onsite support in NYC as well as supporting remote users
• Performs all aspects of hardware, workstation, and printer repairs.
• Provide support at the Tech Bar for End User Walk ups.
• Part of On Call rotation including occasional weekends and late nights to support upgrades, changes, Project Work etc.
• Coordinates and/or escalates with outside vendors and other Support Groups
• Maintains a clean working area to fix existing equipment as well as testing new equipment.
• Prepare and Build workstations. Installs and configures appropriate software and drivers to be ensure proper workstation build before implementation.
• Updates the hardware and software inventories as appropriate.
• Supplement Helpdesk Support as required.
• Support BCP Activity including two annual Business Tests
• Support Video Conference Equipment & Meeting setups
• Provide coverage at other locations as required.

Experience / Technologies

• ServiceNow
• Asset Management
• SCCM
• Cisco Webex / MS Teams / VTC Support
• Windows 10 / 11 Support
• Citrix / Virtual Environments
• Apple iPhone/iPad
• Automation / Scripting - PowerShell
• Previous Banking / Trading Type experience Beneficial

Qualifications and Skills

• 3+ years of experience in an end-user support role.
• Relevant Certification / 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 process, requirements, and create test plans.
• Strong ability to translate business requirements into technical solutions.
• Strong team player.