Branch Support Specialist – End User Computing

The position of Branch Support Specialist performs overall deskside support activities related to end-user services for dedicated or multiple client engagements.

The candidate works on assignments of a diverse scope where the analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution

Essential duties for the position include, but are not limited to the following:

• Software installations.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide remote support to users for home connection and work from home set up -- Firm laptop or personal laptop virtual machine.
• Ensure that Client policies and procedures are followed by, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
• Local contact for Client partners e.g., escort vendors in comms rooms on behalf of Enterprise Network Services (ENS).
• Hardware Inventory Management ensuring stock levels are constantly monitored.
• Hardware request and receipt through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse Keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports Business moves / changes – ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of Temporary training rooms / Office wide events - Expo's.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside business hours and participate in additional weekend work.
• Image/re-image computers, configure IP phones and mobile phones.

*JOB REQUIREMENTS/QUALIFICATIONS

• 3 years’ experience coordinating IT projects in an IT outsourcing environment.
• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.
• Proven ability to work independently with little supervision as well as in a team environment.
• Strong organizational and problem-solving skills.
• Knowledge of Windows operating system, applications, and computer hardware.
• Interacting with other support groups across multiple platforms.
• Experience using a help desk call management system.
• Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
• Industry standard certifications a plus (MCSA, A , Network , CCENT, CCT).
• Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
• Experience in the financial industry.(Banks/mortgage/insurance/investment)
• An understanding of ITIL Service Support and Delivery disciplines and methodologies.
• Focus on customer service.
• Maintain a high standard of business and ethical conduct with end-user, clients, customers and employees.
• Perform related other duties as assigned by management.
• Follow workplace operating and environmental, health and safety procedures and guidelines.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Professional development assistance
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $23 - $25