Job Description

About the Company

We are seeking a Desktop Support Specialist to join our IT team and provide technical assistance to employees in a fast-paced environment. The ideal candidate will be responsible for diagnosing and resolving hardware, software, and network issues, ensuring seamless operation of IT systems critical to banking functions.

About the Role

Provide first line technical support to customers, resolving hardware, software, and network issues efficiently. Install, configure, and troubleshoot desktop computers, laptops, printers, and other peripheral devices. Manage and maintain Windows operating systems, Office 365, and banking-specific applications. Assist with Active Directory user management, including account creation, password resets, and permissions. Ensure compliance with banking security policies by applying patches, updates, and antivirus software. Support end-users in remote and in-branch locations via phone, email, and in-person troubleshooting. Assist with the deployment and setup of new IT equipment. Maintain an up-to-date inventory of IT assets and provide recommendations for hardware/software upgrades. Document troubleshooting procedures, solutions, and IT best practices for internal knowledge sharing. Escalate complex issues to senior IT staff or external vendors when necessary.

Responsibilities

• Provide first line technical support to customers, resolving hardware, software, and network issues efficiently.
• Install, configure, and troubleshoot desktop computers, laptops, printers, and other peripheral devices.
• Manage and maintain Windows operating systems, Office 365, and banking-specific applications.
• Assist with Active Directory user management, including account creation, password resets, and permissions.
• Ensure compliance with banking security policies by applying patches, updates, and antivirus software.
• Support end-users in remote and in-branch locations via phone, email, and in-person troubleshooting.
• Assist with the deployment and setup of new IT equipment.
• Maintain an up-to-date inventory of IT assets and provide recommendations for hardware/software upgrades.
• Document troubleshooting procedures, solutions, and IT best practices for internal knowledge sharing.
• Escalate complex issues to senior IT staff or external vendors when necessary.

Qualifications

Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

Required Skills

• 2+ years of experience in desktop support, IT helpdesk, or technical support roles, preferably in the banking or financial industry.
• Proficiency in Windows OS, Microsoft Office 365, and remote support tools.
• Experience with Active Directory, VPN, Citrix, and network troubleshooting.
• Strong understanding of cybersecurity best practices in a banking environment.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work in a high-security environment and handle sensitive information with discretion.

Preferred Skills

• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.

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