A top Fortune 50 financial institution is seeking a Desktop Support Technician to provide technical support to end users, troubleshoot hardware and software issues, and ensure a high level of customer service in a fast-paced environment.
About the Opportunity:
Provide end-user technical support for Windows 11, Microsoft 365, and enterprise applications.
Troubleshoot connectivity, VPN, and access-related issues while following established procedures and service standards.
Deliver responsive, professional support while collaborating with team members to resolve technical issues.
Responsibilities:
Diagnose and resolve hardware and software issues for end users.
Troubleshoot Palo Alto GlobalProtect VPN client issues on Windows endpoints.
Support Microsoft Windows 11 operating systems and Microsoft 365 applications, including Outlook, OneDrive, and Teams.
Utilize ServiceNow to document, track, and manage support tickets.
Apply basic networking knowledge, including IP and DNS, to troubleshoot connectivity issues.
Follow cybersecurity best practices, including multi-factor authentication (MFA) and phishing awareness.
Adhere to standard operating procedures and provide excellent customer service in a fast-paced environment.
Qualifications:
1-5 years of experience in desktop support, IT support, or a similar technical support role.
Experience troubleshooting Windows 11 endpoints and Palo Alto GlobalProtect VPN issues.
Working knowledge of Microsoft 365 applications, including Outlook, OneDrive, and Teams.
Familiarity with ticketing systems, preferably ServiceNow.
Basic understanding of networking concepts, including IP and DNS, and cybersecurity principles, including MFA and phishing.
Strong communication and customer service skills, professional presence, attention to detail, and the ability to work effectively within a team.
Nice to Haves:
CompTIA A+ certification.
Microsoft 365 Certified: Fundamentals certification.
Experience with ConnectWise Remote Support Software.
Experience with CyberArk Workforce Password Management.
Experience troubleshooting Citrix Virtual Desktop Infrastructure (VDI).
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