Technical Analyst, Banking/FI - IT End-User Support: On behalf of our Banking/Financial Institution client, Procom is searching for a Technical Analyst, Banking/FI - IT End-User Support for a 6-month role. This position is an onsite position at our client's New York office.
Description: This role involves providing comprehensive end-user support for a range of IT services, including MS Windows, Mac, Office 365, remote access/VPN, and AV conferencing. The project focuses on enhancing the tech support and onboarding team to manage increased workloads and improve IT technical support delivery in the US.
Responsibilities
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Provide technical support for end-user issues via telephone, email, ticket assignment, or walk-up requests
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Resolve 80% of technical support issues on the first call and assign to proper resolver teams if needed
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Onboard new staff and manage cyber vulnerabilities
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Support front-office trading and sales functions in a large international bank
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Support back-office operations and corporate functions
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Support Investment Banking, Compliance, and other private-side businesses within the bank
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Demonstrate subject matter expertise in Windows, mobile technologies, desktop, and standard applications
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Manage trouble tickets in Service Now and perform root cause analysis
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Perform hands-on fixes at the desktop level, including installing and upgrading software
· Escalate large-scale issues to senior management and liaise with appropriate resolver/application teams for second-level support
Mandatory Skills
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3+ years' experience performing IT end-user support at a financial institution
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Working knowledge of DNS, internet infrastructure, and IP informational tools
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Technical support expert familiar with common computer hardware and productivity software applications
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Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers)
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Proficiency with MS O365 Suite
· Excellent communication skills, ability to be articulate and speak clearly on the phone
Nice-to-Have Skills
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Previous experience with ServiceNow
Assignment Length: This is a 6-month contract with the possibility of extension.
Start Date: ASAP
Assignment
Location
New York, New York, United States - Onsite 5 days a week.
