Desktop Support (ONSITE)
Location: NYC
Duration: 12 Months Contract
Local Candidates needed ; onsite role
W2 , candidates authorized to work for any employer; cannot sponsor
Financial client exp highly preferred
Position Responsibilities/Duties
1) Responds to problem calls from users experiencing software, hardware and workstation issues by identifying those issues and performing all aspects of repairs.
2) Coordinates and/or escalates severity issues or incidents to 3rd level support groups as needed.
3) Opens and monitors incident tickets in the Incident Management System to ensure all requests for service are updated, completed and/or assigned before closing.
4) Maintains a clean working lab to repair existing equipment as well as test new equipment.
5) Builds workstations. Sets up and coordinates meeting room audio & visual equipment.
6) Installs, configures maintains and troubleshoots processes for software, hardware, networking and accessory equipment.
7) May manage desktop computing procurement and disposal including laptop, desktop computers and printers.
8) May manage user access privileges.
9) Records new scripts and/or fixes into the problem Tracking System's knowledge database to improve effectiveness of 1st call resolution.
10) Provides high-end, quality customer service to the bank's internal users to ensure complete customer satisfaction.
11) Enforces the "Clean Desk " policy.
12) Performs equipment checks at BCP locations on a rotating schedule
13) Participates in large projects, moves , setting up new hires, etc.
Experience/Knowledge Requirements
1. Proficiency in end-to-end incident management.
2. Expert ability to interact with users and other technical staff to correct problems on a timely basis.
3. Ability to respond quickly to uncertainty and constant changes in technology.
4. Proficient at dealing with a high volume of calls / tickets and problems reported by high end users.
5. Customer focused team player with a positive attitude, expert communication skills and able to communicate technical information to non-technical users..
6. Forward thinker who seeks to improve business processes that deliver better services.
7. Ability to prioritize workload
Required Skills/Abilities
Experience in any or all of the following is an advantage
Lotus Notes
Outlook (Office 365)
SCCM
Adobe
Nuance
Citrix Platform
Incident Management Software
Imprivata
Bloomberg support
Equi Trac follow me printing
VTC and Conference room set up and support
Active Directory
Microsoft Suite and related applications
Windows Server 2003/2008
DHCP Server
DNS Server
Editing for Windows Registry
Skype for Business
VPN Support
Skills and Special Requirements (heavy lifting, excessive overtime, etc.)
This role requires occasional weekend and late night work to support a 24 hour/7 day per week global operation. On call rotation is required.
International Travel may also be required.
Fast learner and good logical thinking
Good investigative and reporting skills
Ability to learn/apply/retain large volume of information
Prepared to be flexible in regards to working time when required
Ability to work under pressure while ensuring a good standard of work
A good team player
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