Senior Desktop Support Analyst

Job Description:
End User Computing Specialist

Job Description
 
Role Overview:
This candidate must be well-versed in desktop and server Windows operating system configuration methods, including standalone physical and virtualized environments, image management, LAN/WAN network support, email systems such as Exchange and Microsoft 365, SCCM, disaster recovery methods, business continuity planning, market data and business application support, and troubleshooting.
The successful candidate should also be comfortable supporting software developers and technical users, including troubleshooting workstation, access, connectivity, tooling, and productivity issues related to development environments, IDEs, SDKs, command-line tools, source-control clients, package managers, certificates, proxy/network restrictions, and other developer workflow blockers. The successful candidate should be able to analyze simple and complex desktop/server operating system issues and participate in troubleshooting across end user support scenarios, including but not limited to Windows Active Directory, Group Policies, endpoint devices such as desktops, laptops, thin clients, tablets and mobile devices, investment and trading applications, firewall issues, domain namespace listing/listing, printer issues, client email delivery problems, virtualized system/VDI errors, compliance issues, and other technical problems.
The successful candidate will also demonstrate technical excellence, strong customer interaction, and white glove service skills in all communications, whether client-facing or internally with Help Desk Engineering and Support peers.

Primary Responsibilities
·   Install, troubleshoot, and support Windows 10/11, macOS, Microsoft 365, OneDrive, Microsoft Teams, and other Investment, Corporate Banking, and Trading applications.
·   Image and re-image corporate and BYOD end-user systems, including laptops, desktops, and thin client devices, utilizing SCCM based on approved ServiceNow tickets.
·   Provide excellent technical and troubleshooting support for mobility devices such as Android, iOS, iPhone, and iPad devices, including mobile device and application management for Capital Markets executives and users.
·   Provide MFD support for imaging devices, including print, scan, copy, and fax functions at the site.
·   Provide internal move, add, and change support, including large-scale or bulk office moves, re-stacking activities, and related user moves.
·   Provide white glove VIP/concierge services and home/remote support to the Capital Markets end user community.
·   Demonstrate strong multi-tasking capabilities and comfort operating in a fast-paced support environment.
·   Provide IT orientation and training to new Capital Markets employees on existing desktop/laptop systems and software.
·   Coordinate Capital Markets end user issues with Level 3 server, network support groups, application teams, and project teams for service delivery enhancements, maintenance, and upgrades.
·   Provide Smart Hands and Eyes support for servers, network, and security devices in remote site locations, in accordance with policies and procedures and when requested by IT management.
·   Provide accurate and timely logging of customer incidents and service requests in ServiceNow to meet agreed-upon service level agreements (SLAs).
·   Support end user device lifecycle management activities in accordance with Capital Markets policies and procedures.
·   Participate in maintaining appropriate IT equipment inventory and sparing requirements.
·   Maintain asset management tools that support automatic discovery, such as SCCM, facilitate effective device deployment and re-use of assets, and provide a common view of user information.
·   Provide value-added end user consultation for short how-to questions.
·   Perform end-user related audit, compliance, and security controls such as access reviews, risk assessments, control verifications, asset management facility inspections, and maintenance of verification logs as needed.
·   Perform break-fix support for laptops, desktops, tablets, and associated hardware peripherals, coordinating with third-party vendors for warranty repair or replacement.
·   Provide on-call support outside business hours on a rotational basis, if required.
·   Provide IT end user support for disaster recovery and emergency response activities in the event of emergency situations at the local site.
·   Provide basic AV, conference room, and meeting setup service during business hours and as requested.
·   Follow standard ITIL best practices for tickets, service requests, change records, and device management.
·   Provide first-line support for business and market data applications such as Bloomberg and FactSet, and escalate to application teams for more complex issues.
·   Participate in supporting and answering calls on AWS Connect and IPC voice support platforms.
·   Support software developers with workstation, access, tooling, and productivity issues, including development environments, IDEs, SDKs, command-line tools, source-control clients, package managers, certificates, proxy/connectivity constraints, and developer workflow blockers.
·   Partner with application development, DevOps, engineering, security, and infrastructure teams to troubleshoot developer-impacting endpoint issues and route platform, codebase, or environment-specific issues to the appropriate Level 3 or application support teams.

Technical Skills Requirements
·   3-5 years of working knowledge of Microsoft Windows operating systems, Active Directory, and Group Policy.
·   3-5 years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, VPN, and network troubleshooting issues.
·   3-5 years of IT end user or trade floor support experience in a leading financial firm or similarly fast-paced environment.
·   Experience supporting software developers, developer workstations, development tools, and technical workflows is preferred.
·   Experience with mobile device management platforms such as Intune, AirWatch, or MobileIron is a plus.
·   Experience supporting market data applications such as Bloomberg, FactSet, Reuters, and similar platforms.
·   Ability to troubleshoot hardware-related issues for Dell/HP desktops and laptops, Microsoft Surface devices, Apple devices, and other endpoint hardware.
·   Excellent verbal and written communication skills are required.
·   Working experience in a managed services provider environment is a plus.
·   BS/BA in Computer Science, Information Technology, or equivalent hands-on experience.