Helpdesk​/Desktop Analyst - Contractor Past Military

Helpdesk Support Technician – Contractor (Level I & II)

Location: Manhattan, NY – Onsite (Park Ave location)

• Open to a long-term contract role
• Past military background considered
• 4 years of Level 1 and Level 2 support experience, supporting laptops and desktops
• Experience with tracking systems such as Service Now or similar
• Excellent customer service skills
• Friendly personality
• Primary location New York, willing to commute to New Jersey if needed
• Flexible with hours – Bank hours 8:30 to 5:00; board meetings may require arrival at 7:30, schedule rotates

• Maintain and create departmental documentation including procedures and desktop instructions
• Collaborate with other teams to provide support as needed
• Install software on servers, desktops, laptops, and mobile devices
• Assist the Service Desk with planning, implementation, and completion of annual inventory for office and colocation facilities
• Perform server, desktop, and laptop administration tasks, including budget assistance and hardware/software support
• Assist with daily activities and distribution to departmental staff when assigned
• Implement enhancements to department workflow and processes
• Plan, implement, and complete iOS updates
• Attend classes and trade shows related to desktop environments
• Perform all other duties as assigned

Bachelor's degree preferred; military or work experience may be considered in lieu of a degree.

• Work independently to fulfill the essential functions for Windows desktop administration
• Configure, implement, maintain, distribute, and document desktop hardware and software
• Monitor, manage, and document desktop performance
• Report significant capacity issues in a timely manner to the Service Desk Manager
• Contribute to the creation and maintenance of disaster recovery procedures for desktop environments
• Provide first-level end-user support
• Act as an internal consultant to other IT functions and business groups as appropriate
• Identify, research, and resolve complex technical problems
• Application support (Client-Server and Web-based)
• Work with vendors and users on planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, and problem resolution and disaster recovery setup for internet-based applications
• Support Windows-based applications that run on a desktop environment, including Office 365, MKinsight, Adobe Suite, Fed Trade, and Bloomberg

• Work with Security Specialists to ensure hardening of systems and devices and that patches are applied as necessary (e.g., desktops, laptops, and mobile devices)

• Communication – demonstrates oral and written communication skills, collaboration, and active listening
• Analysis – demonstrates analytical and problem-solving skills, ability to collect, research, organize, and present data from varied sources to develop logical recommendations, and conform to shifting priorities and timelines
• Project management – demonstrates ability to plan, develop, and coordinate departmental projects, establishing and maintaining effective working relationships at all levels

• Knowledge of Windows OS – Desktop
• Knowledge of security administration related to Windows and Internet applications
• Knowledge of various network architectures and protocols
• Knowledge to support LAN and Internet environments
• Knowledge of a Service Desk ticketing system and process (e.g., Service Now)
• Knowledge of reporting within the ticketing system