Desktop Support Technician

We are seeking a skilled and customer-focused Desktop Support Technician to join our onsite IT team at our Charlotte, NC. This role is responsible for delivering high-quality technical support and exceptional customer service to internal users across the organization., * Monitor and manage ServiceNow ticket queues, ensuring timely updates, assignment, and resolution

• Provide onsite support in Charlotte, NC, as well as remote support for distributed users
• Diagnose and repair hardware, workstations, and printers
• Deliver walk-up support via Tech Bar for end users
• Participate in an on-call rotation, including occasional evenings and weekends for upgrades and project work
• Coordinate with external vendors and internal support teams for issue resolution and escalation
• Maintain a clean and organized workspace for equipment repair and testing
• Build, configure, and deploy workstations, including installing necessary software and drivers
• Maintain accurate hardware and software inventory records
• Provide supplemental Helpdesk support as needed
• Support Business Continuity Planning (BCP) activities, including two annual tests
• Assist with video conferencing systems and meeting setup (Webex, Teams, VTC)
• Provide support coverage at additional locations when required

The ideal candidate is dependable, detail-oriented, and thrives in a fast-paced environment. You bring a calm, methodical approach to troubleshooting, strong communication skills, and the ability to work both independently and collaboratively. A process-driven mindset and the ability to engage effectively with stakeholders at all levels are essential., * ServiceNow

• Asset Management tools
• Microsoft SCCM
• Cisco Webex, Microsoft Teams, and video conferencing technologies
• Windows 10 and 11 support
• Citrix / virtual desktop environments
• Apple iPhone and iPad support
• PowerShell scripting and automation (preferred)
• Previous experience in banking or trading environments is a plus, * 3+ years of experience in an end-user support or desktop support role
• Relevant certifications or education demonstrating core IT knowledge
• Strong knowledge of Microsoft Active Directory (user, group, and computer management)
• Expertise in Windows desktop operating systems, including registry, Group Policy, and file security (NTFS/share permissions)
• Proficiency with Microsoft Office, SharePoint, Teams, and OneDrive
• Experience with SCCM and Citrix Workspace/XenDesktop
• Understanding of core networking concepts (DNS, DHCP, etc.)
• Excellent customer service and interpersonal skills
• Strong written and verbal communication abilities
• Ability to follow direction, prioritize tasks, and meet deadlines
• Capable of multitasking across multiple projects simultaneously
• Strong documentation and process creation skills
• Ability to translate business needs into technical solutions
• Collaborative team player with a proactive mindset