Help Desk Analyst

Position: L2 Support Analyst

Location: San Antonio, TX 78245

Duration: 1 Year Contract

Overview:

Seeking an experienced L2 Support Analyst to join a fast-paced service desk supporting Markets and Investment Banking. The ideal candidate will have strong technical troubleshooting skills, prior experience in financial services, and the ability to handle high call volumes with professionalism.

Key Responsibilities:

Handle 40+ support calls daily, resolving desktop, VDI, and infrastructure-related issues.

Deliver 1st and 2nd line support to high-priority users in a trading floor or banking environment.

Utilize remote tools and follow ITIL best practices for incident management.

Support projects, system upgrades, and enforce risk controls.

Collaborate with global teams in a 24x7 follow-the-sun model, including rotational late shifts and occasional weekends.

Technical Skills:

Proficient with Windows 7/10, MS Office 2016/O365, Active Directory, and network protocols

Experience with data management tools (e.g., robocopy, emcopy), NAS (NetApp/Dell/EMC), VDI (VMware/Citrix)

Familiarity with Microsoft Exchange, cloud computing, and endpoint troubleshooting

Qualifications:

5+ years of helpdesk or technical support experience

Microsoft Certifications required; CompTIA, ITIL, or MCSE preferred

Key Competencies:

Strong verbal/written communication, attention to detail, and analytical thinking

Ability to manage multiple tasks under pressure and maintain service levels

Team-oriented with a commitment to quality and client satisfaction