Desktop Support Technician

Company: Bank Leumi USA
Location: New York
Posted on: February 25, 2021

Job Description:

This position reports to the Head of Workplace Technology. The Desktop Support Technician performs desktop operations, reports on key metrics and exemplifies a service-oriented support environment focused on delivering industry leading end user support services. Work includes, but is not limited to, endpoint device management, managing incidents and service requests related to endpoints including mobile devices, hardware or software, networking, active directory, audio/video endpoints and other technology related devices utilized in the enterprise banking environment. Desired Skills/Experience:* Adept at critical thinking and problem solving to evaluate problems for accuracy and timely resolution, within expected service levels* Ability to tactfully change communication style and delivery to accommodate for diverse user base* Effective with desktop installation, configuration and deployment* Excellent listening, facilitation, and conceptual thinking skills* Exceptionally strong customer service, interpersonal, presentation, and communication skills* Working knowledge of office automation products and computer peripherals, like printers and scanners* Knowledge of network security practices and anti-virus programs* Hands on experience with Windows 7/10 Deployment and Administration* Knowledge of Microsoft Azure AD and M365* Knowledge of Microsoft Identity and access management, including on premise based AD ServicesPosition Responsibilities:* Field incoming requests from end users via both telephone, instant messaging and e-mail in a courteous manner.* Provide support and troubleshoot issues with applications, desktops, laptops, mobile devices, audio/video equipment and printer configurations and implement quick fix instructions* Discuss issue reports with end users, to determine their issue and its priority* Create tickets on behalf of client and; escalate to higher level, when necessary* Actively monitors desktop support operations to ensure high service levels and timely resolutions of escalations are consistently occurring* Serve as escalation point of contact for IT stakeholders* Escalates incidents and requests ensuring that escalation procedures are followed coupled with effective communication* Works closely with the service desk and other IT support teams* Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, mobile devices, peripherals devices, printing/scanning devices, presentation and audio/video equipment, software and other products in order to deliver required desktop service levels* Works within the user community to promote excellent customer service, effective response times and provides expert insights into general support issues* Conducting quality assurance on tickets and processes related to incidents and service requests* Submits clear and concise/accurate technical manuals or guides for knowledge management* Participate in (problem management) trend & root cause analysis for incidents as it relates to desktop support* Assist with the management of end user device inventory (mobile devices, desktops and laptops)* Ensures and drives an engaged culture* Excellent verbal and written communication skills* Excellent customer service skillsQualifications:?* Two or more years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a commercial bank. * Experience providing technical support for computer hardware, networks, account administration, and office automation software via telephone, as appropriate. * Experience with Service Now

Keywords: Bank Leumi USA, New York , Desktop Support Technician, Professions , New York, New York