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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.