Full Job Description Sr Technical Support Analyst (Financial Service)- NYC onsiteAs a Senior Technical Support Analyst, you will have the opportunity to provide 2nd support for end-user computing devices to employees in our NYC office and other remote locations. Your role will assist with Executive Leadership Support, Day to Day Support and PC/Apple Support by deploying all local technology assets as well as collecting technology assets. You will also respond to desktop related incidents and requests and will carry out the coordination and implementation of various rollouts (e.g. version upgrades and patch management) of applications, hardware, and operating systems. Key Responsibilities and Duties
- Under limited supervision and direction, provide second/third level end-user PC support.
- Perform configuration/installation and troubleshooting of PC hardware and software, including laptops, desktops, tablets/iPads, printers, messaging and mobile devices, and MIFI.
- Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Outlook products and provide application support to end users, including the backup, recovery and migration of end user data.
- Support hardware and software testing.
- Support Apple hardware and Operating systems.
- Diagnose software and hardware errors and compatibility issues.
- Provide end user training and knowledge documentation.
- Provide status reports, incident and problem summaries, and project status as required.
- Provide PC desktop support for hub locations, and remote offices and users.
- Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
- Manage small scale projects from initial assessment to implementation.
- Comply with and support ITIL change-incident-problem management processes and work instructions.
- Provide event and crisis management support as necessary.
- Provide a high level of customer service while working in a dynamic complex environment.
- Assist and train other associates on incident and problem management and resolution.
- Deploy and collect desktop equipment from end users.
- Maintain highly-accurate inventory records.
- Support in a mixed environment which includes VDI.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 2+ Years Required; 3+ Years Preferred
QUALIFICATIONS Required Experience
- Minimum of two (2) years of 2nd desktop related support
- Minimum of two (2) years' experience with Service Now or a similar incident management system
- Minimum of two (2) years' experience supporting Executive Leadership
Desired Experience
- Two or more years imaging and supporting PC's
- Strong Microsoft knowledge, hardware and software support (2 to 3 years' experience)
- Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
- Ability to perform in a dynamic environment with changing schedules and priorities
- Possess a friendly, can-do attitude and flexible with work schedule.
- Technology asset management (ITAM) a plus