Service Desk Engineer

Overview The Service Desk Analyst is the primary point of contact for internal technology support, providing hands-on support in the New York office and managing service desk requests across all locations and remote employees. This role delivers consistent, high-quality technical support in a fast-paced financial services environment, ensuring reliable day-to-day technology operations through professionalism, strong technical expertise, and effective prioritization. Responsibilities Serve as the primary contact for internal technology issues, providing support for hardware, software, and SaaS platforms (e.g., Salesforce, Workday, Concur) for both onsite and remote employees. Provide technical support for A/V equipment, including meeting room devices, projectors, cameras, microphones, and related accessories, as well as PCs/Macs, smartphones, printers, and other hardware. Document, track, and prioritize service requests within the Help Desk ticketing system; escalate issues as needed and follow through to resolution. Troubleshoot technical issues and guide users through effective solutions. Communicate clearly and professionally with business users, IT teams, and third-party vendors regarding incidents, outages, and status updates. Identify recurring issues, recommend solutions or improvements, and participate in IT service management initiatives. Stay informed on system updates and software releases to enhance support effectiveness. Contribute to process improvements, special projects, and system documentation to improve team efficiency and the overall user experience. Required Experience & Education 2+ years of experience providing end-user support in a Windows and macOS Azure hybrid environment. Excellent customer service skills with demonstrated experience in technology support. Proven ability to work effectively both independently and as part of a team. Strong written and verbal communication skills. Excellent analytical and organizational skills, with the ability to prioritize effectively in a high-volume workload environment. Strong research skills to supplement hands-on experience in resolving issues and providing technical recommendations. Demonstrated experience and strong proficiency supporting Microsoft technologies. Working knowledge of ITIL and ITSM concepts. Experience with Jira, VMware, Office 365, and Intune is a plus. Experience supporting both Apple and Android mobile devices. Experience with operating system deployment, patch management, and automated software deployment is preferred. Strong aptitude for learning and diagnosing software and hardware issues. #J-18808-Ljbffr