Technical Analyst, Banking/FI – IT End-User Support:
On behalf of our Banking/Financial Institution client, Procom is searching for a Technical Analyst, Banking/FI – IT End-User Support for a 6-month role. This position is an onsite position at our client’s New York office.
Description:
This role involves providing comprehensive end-user support for a range of IT services, including MS Windows, Mac, Office 365, remote access/VPN, and AV conferencing. The project focuses on enhancing the tech support and onboarding team to manage increased workloads and improve IT technical support delivery in the US.
Responsibilities:
- Provide technical support for end-user issues via telephone, email, ticket assignment, or walk-up requests
- Resolve 80% of technical support issues on the first call and assign to proper resolver teams if needed
- Onboard new staff and manage cyber vulnerabilities
- Support front-office trading and sales functions in a large international bank
- Support back-office operations and corporate functions
- Support Investment Banking, Compliance, and other private-side businesses within the bank
- Demonstrate subject matter expertise in Windows, mobile technologies, desktop, and standard applications
- Manage trouble tickets in Service Now and perform root cause analysis
- Perform hands-on fixes at the desktop level, including installing and upgrading software
- Escalate large-scale issues to senior management and liaise with appropriate resolver/application teams for second-level support
Mandatory Skills:
- 3+ years’ experience performing IT end-user support at a financial institution
- Working knowledge of DNS, internet infrastructure, and IP informational tools
- Technical support expert familiar with common computer hardware and productivity software applications
- Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers)
- Proficiency with MS O365 Suite
- Excellent communication skills, ability to be articulate and speak clearly on the phone
Nice-to-Have Skills:
- Previous experience with ServiceNow
Assignment Length:
This is a 6-month contract with the possibility of extension.
Start Date:
ASAP
Assignment Location:
New York, New York, United States – Onsite 5 days a week.
Procom provides Basic Life/AD&D insurance, Short- and Long-Term Disability, and EAP at no cost to eligible employees after a waiting period. Medical and dental coverage (employee premium contributions), a non-matching 401(k) plan, and additional voluntary coverage are also available. This role includes legislatively required paid leave; no bonus, commission, or equity compensation applies.