Senior Desktop Support Specialist

The Senior Service Desktop Specialist provides day-to-day technical support to internal customers, as well as guidance and coaching to other members of the Service Delivery Team at Apple Bank. This position requires a highly motivated problem solver with above-average customer service and desktop engineering skills, who will act as the lead on projects where technology is used to create efficiencies and new service offerings and will be responsible for installing, configuring, and troubleshooting Microsoft Windows, notebook computers, peripherals, tablets, and other relevant technological items, including audio/visual equipment. The incumbent will work closely with other members of the IT division to support corporate end users, as well as those in our branch locations.

This role will either be based out of our corporate headquarters in New York City headquarters or in Scarsdale. NY. Travel to other Bank locations may be required. Additionally, the successful candidate must be willing to participate in the teams “on call” rotation.

ESSENTIAL DUTIES & RESPONSIBILITIES

Perform initial analysis of network issues, resolving/escalating as needed.

Provide tiers 1 & 2 infrastructure/desktop technical assistance, support, and analyses for incoming requests through the Bank's online service & request tracking system either remotely, via the phone and/or in-person; triage, resolve/follow-up with clear documentation of progress.

Serve as lead on various projects and system implementations.

Document common issues, causes, and solutions, as well as policies & procedures; create user and web-based guides as well as FAQs.

Set up, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.

Set up, maintain, diagnose and troubleshoot problems with mobile devices including (but not limited to): Apple iPads & iPhones and Android-based devices.

Create/test/deploy images for cloning of various hardware platforms using industry-common tools and utilities.

Create and manage deployment of Golden Laptop images/refresh laptops and desktops, ensuring the safe backup and transfer of user data accordingly.

Create Batch and Power Shell Scripts to automate repeatable task work.

Oversee installation/configuration/troubleshooting of various printers, scanners, MFD's and other devices.

Maintain inventory of all technology assets.

Manage e-waste and safe disposal of technological items.

Investigate and test new tools, techniques, and software products.

Identify current trends and common issues; suggest proactive solutions to potential issues.

Maintain knowledge of the Information Technology industry to effectively address the ongoing demands for enhancements to existing network and services; this may include team or individual research and testing, reading, attending conferences.

Perform other duties as assigned.

SKILLS, EDUCATION, & EXPERIENCE

High-School or GED required.

Minimum 5-7 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android).

Knowledge on the use and configuration of Microsoft Office for PC.

Some knowledge of TCP/IP networking and related services (i.e., DNS, SMTP, DHCP, etc.) Active Directory user and group concepts, management, and administration.

Experience supporting a variety of Wi-Fi enabled devices.

Experience supporting A/V equipment is a plus, but not required.

Experience creating/maintaining system images for Windows.

Experience with full disk encryption software.

Experience in automation and scripting: PowerShell, VBScript, batch, etc., a plus but not required.

Strong working knowledge of ServiceNow.

Knowledge on the use and configuration of Microsoft Office for PC.

Excellent communication skills (verbal + written), with the ability to clearly communicate technical concepts to non-technical people.

Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.

Must be able to identify and escalate situations requiring urgent attention.

Physical able to move technological items weighing upwards of 50 lbs.

Visa sponsorship not available.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.

2024-0362