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