Westchester County - Service Desk Level 1/2

Active Directory, AV, Customer focus, Desktop, Problem solving, Troubleshooting, Mobile devices, Hardware, Laptop, ServiceNow, Office 2016, Windows 10, service desk, Help desk, Desktop support
Full Time
$50,000 - $60,000
Work from home available Travel required to 10%.

Job Description

Service Desk Level 1 with some Level 2 support and troubleshooting role for a major bank. Provide technical problem-solving skills with a positive customer service attitude. This position is 100% remote for the time being - but eventually may require occasional travel to some of the bank branches within the 5 boroughs, Westchester and Rockland Counties.

PLEASE NOTE: Shift is Monday through Friday 9AM - 5PM, but might transition to 1PM - 9PM.

On call weekends/rotation.

Great team. Opportunity to learn.

  • Provide technical support with strong customer service skills to 1300+ users.
  • A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
  • Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking. Strong Desktop skills with emphasis on Active Directory.
  • Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle. 
  • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
  • Provision and administer user accounts, distribution groups, and security groups in Active Directory.
  • Escalate to operations, solutions, infrastructure engineering, or appropriate team when assistance is needed.
  • Provide AV support
  • 5+ years of experience in an IT related support position with in-depth knowledge to resolve software, hardware, and networking issues. Experience with both Windows and MAC OS
  • Financial services experience a big plus
  • Must come out of a large corporate environment with experience handling lots of tickets
  • Preferred Certifications: CompTIA A+ certified
  • Stellar written and verbal communication skills with the ability to explain details to non-technical users. 
  • BS/BA degree or equivalent preferred






Dice Id : RTL99017
Position Id : AJB224
Originally Posted : 1 month ago
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