Responsibilities:
Work collaboratively across Business, IT Operations, IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates.
Responsibility for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets
Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements, and escalation points.
Follow best practices for desktop support with a focus on continuous improvement
Performs hardware & software installs, desk moves, adds and changes as required.
Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware, and desktop applications.
Collaborate with application project teams by participating in project UAT testing for desktop dependencies
Work with IT Leadership for continuous improvement of customer satisfaction
Qualifications:
Education/Certification:
High School graduate required
Associate degree Preferred
Specific certifications i.e., A+, Network+, HP, Dell, Microsoft, and others as required
Experience Required:
Experience working both independently and, in a team, oriented, collaborative environment is essential
2+ years of related experience in Desktop Support.
Experience in Financial Services Industry a plus
Knowledge of:
O365 Product Suite
Microsoft SCCM
Foundational experience with enterprise directory and directory integration services (AD, LDAP, ADFS, PKI)
General knowledge of infrastructure security, including Windows, Unix/Linux, desktop and mobile
ITIL Processes and Procedures
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