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Desktop Support Analyst

  • Location: New York, NY
  • Job Type: Contract
  • Ref No: 19-06486
  • Date: November 01, 2019
  • Job title:
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Job Description - Desktop Support Analyst

Desktop Support Analyst

Our financial services client is looking to bring on a desktop support analyst to support their NYC users.

Desktop Support Analyst

  • Demonstrate moderate to advanced knowledge in all aspects of desktop hardware and peripherals, Microsoft Operating Systems and industry standard maintenance.
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    • Virus and Malware protection including the ability to work with the enterprise monitoring tools.
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    • Configurations and support of Microsoft products, OSX Operating systems.
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    • Patching utilities for Windows Operating systems and Company approved Software.
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    • Approved Trading and support tools from vendors including Bloomberg, Reuters, Client, Adobe, Microsoft and CME products as well as including Mobile devices.
  • Provide real time 1st level support while on the trading floor during trading hours, and provide notification to Service desk for tracking purpose post issue.
  • First level support for a number of Market data applications including Bloomberg and Reuters at the user level.
  • Maintain and troubleshoot peripherals pertaining to the user's desktop and or business tools relating to the desktop environment including Mobile devices.
  • First and Second level support of in-house and third party applications; and then follow through with 2nd and 3rd level support when applicable to completion of the trouble call.
  • Spec'ing the purchase or acquiring hardware and peripherals as well as supplying initial build with the appropriate configuration and setup of new Desktop positions as outline according to the requirements approved and set by Service Now.
  • Provide coverage and support for all remote sites, including the ability to travel on location when required.
  • Document all processes and contribute to additional troubleshooting procedures.
  • Ability to demonstrate in depth knowledge of policies and practices.
  • Provide support on site for your assigned office location and Hours as scheduled by management.
  • Provide reasonable out of office availability when scheduled prior to an event.
  • Collaborate with both Operations and Development teams in initial beta testing and production rollout of proprietary applications.
  • Provide reasonable support or scheduling a time frame to assist trouble issues for remote uses accessing Company networks via VPN.
  • Provide a constant flow of communication to management of all day to day items as well as escalation of situations that will require management interaction or attention.
  • Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. It is your responsibility to ensure compliance with
  • Provide an End of Day Report (EOD), detailing all items that were completed, including any projects, tasks and or Requests, during the latter portion of the day. This report is used the following work day to be reviewed and followed up on by the Technical staffs that are scheduled.
  • Provide 1st level Communication support with minor trouble shooting for Turret, desktop Avaya, Cisco and Nortel devices.

 

Telephony

  • Provides end-user support for voice-related issues, problems and communications.
  • Deployment of telephony systems for new site build outs.
  • Assist in the troubleshooting of telephone circuits associated with various telephone companies and vendors.
  • Assist to Identify and replace malfunctioning or inoperative equipment, such as telephones, circuit cards or processing units.
  • Performs PBX and voice mail hardware wiring adds, moves, changes and maintenance including installation and cross connects for all new telephones and telephone moves as needed.

 

   
Knowledge:
     
  • In depth knowledge of Windows desktop technologies.
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  • In depth knowledge of Desktop and laptop hardware.
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  • Intermediate knowledge of TCP/IP, DNS and Internetworking Technology
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  • Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
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  • Knowledge of Server, Voice & Communications Infrastructure.
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  • Knowledge of various Operating systems (e.g. Windows, Linux, Apple)
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  • Knowledge of Audio and Video Conferencing technologies.
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  • Knowledge of common Market Data applications and services.
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  • Relevant industry certifications may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products
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  Experience:

     
  • Associates Degree or equivalent experience.
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  • Minimum 5 years technical support experience, preferably within a financial services organization.
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  Special Job Requirements:

     
  • Shift rota basis.
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  • After hours on call support.
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  • Bank holidays.
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  • Occasional afterhours and weekend work as needed
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