Job purpose: As a vital member of our global team, you'll play a key role in providing support for desktop and laptop systems worldwide. Your responsibilities will encompass troubleshooting and resolving issues, assisting with hardware and software installations, collaborating with project teams, and ensuring desktop configurations are optimized. You'll also prioritize incident resolution, maintain effective communication with various teams, and contribute to continuous improvement initiatives.

Primary Accountabilities/Responsibilities:

• Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware, and desktop applications.
• Performs hardware & software installs, desk moves, adds and changes as required.
• Collaborate with project teams by participating in project testing for desktop dependencies
• Work collaboratively across IT and Business teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning
• Keep desktops current with the latest patches and updates.
• Responsibility for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets (SLA) Guidelines.
• Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements, and escalation points.
• Follow best practices for desktop support with a focus on continuous improvement
• Work with IT Leadership for continuous improvement of customer satisfaction
• This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.

Skills and Abilities:

• Windows Desktop Administration (Win10/11)
• Strong customer service and orientation in execution
• Maintain a high degree of professionalism in actions, demeanor, and dress.
• Ability to maintain professional demeanor under stress.
• Work with other IT teams as needed for overall incident management
• Evaluate critical systems, prioritize workflow and determine solutions
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
• Maintain effective working relationships with supervisor and co-workers
• Work flexible hours, including weekends and evenings when required
• Strong work ethic and emphasis on attention to details.
• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
• Must be able to lift, squat, bend, twist in the installation of various desktop equipment up to 22KG / 50 lb.
• Interpret and apply laws, regulations and policies
• Read and understand technical manuals
• Work for extended time at keyboard/terminal

Knowledge and Experience:

• O365 Product Suite
• Microsoft SCCM
• General knowledge of infrastructure security, including Windows, Unix/Linux, desktop and mobile
• 0-1 years of related experience in Desktop Support
• Experience in Financial Services Industry a plus
• Virtual Desktop Administration
• Experience using remote support tools (e.g. LogMeIn)

Education/Certification:

• High School Diploma
• Associate’s Degree or higher is preferred
• Specific certifications i.e., A+, Network+, HP, Dell, Microsoft, and others as required