Desktop Support

Job Tile: Desktop Support

Location: Edina, Minnesota

Contract duration: Long term contract

Visa: /Only

Job Details:

Branch Support Specialist – Level 1

Job Description:

A “Branch Support Specialist” is responsible for providing technical support for hardware and software issues and requests to End Users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major Incidents, and collaborating cross-functionally with Network Services and Escalation teams to resolve complex issues locally.

Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.

Required Qualifications:

• On-site Branch Support Specialists in Metro Campuses will be required to support all
• buildings within a Metro Campus.
• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
• Due to role being client facing, role requires professional behavior, good English communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight time scales.
• Experience using helpdesk ticketing application.
• Technical grasp of a wide range of applications including in-house and 3rd party applications.
• Preferred financial/banking support experience.
• Technical escalation for Level 1&2.
• Manage root cause analysis, ownership and escalation of complex problems and issues and escalations.
• Ability to work with senior engineering towers.

Responsibilities:

• Troubleshoot, repair, and maintain software applications
• Software installation
• Experience supporting mobile phones/tablets/laptops
• Escalation from helpdesk for application support including in-house, 3rd party applications and market data applications
• Provide support for operating system drivers, software and firmware.
• Ensure policies and procedures are followed, communicated, and adhered to.
• Interacting with other support groups (local and global) within the firm across multiple platforms
• Recording and/or manage all Incidents and Requests in ticket tracking system.
• Participating in required training programs and adhere to OI's with acknowledgement.
• Be proactively responsive to multiple mediums of communication platforms such as email and MS Teams
• Image/re-image computers, configure IP, phones and mobile phones
• Hardware inventory management ensuring stock levels are constantly monitored
• Hardware request and receipt through internal ordering system
• Manage/oversee housekeeping on IT rooms
• Manage client expectations
• Comm Room patching
• Evaluate user requests and requirements and recommend effective technological solutions
• Work across lines of service to ensure a coordinated approach to providing support for the customer
• Actively participate in program of continuous service improvement taking ownership of actions that deliver results.
• Manage/oversee hardware decommissioning events
• Ensure that policies/guidelines related to Overtime and Expenses are adhered to as well as all local guidelines for cost control