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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level 2 Desktop Support - AVP - **Company:** MUFG Americas - **Location:** New York, NY, United States (Remote available) - **Experience:** Starter - **Salary:** $94,000.0 - $158,000.0 - **Contract:** Permanent contract - **Skills:** Virtual Private Networks (VPN), Local Area Networks, Microsoft Office, TCP/IP, User Environment Management, User Provisioning Software, Network Routers, Computer Networking Systems, ServiceNow IT Service Management, Firewalls (Computer Science), Servicenow - **Published:** August 13, 2026 - **Apply:** https://mufgub.wd3.myworkdayjobs.com/MUFG-Careers/job/New-York-NY/Level-2-Desktop-Support---AVP_10078334-WD ## About the Role * Minimum of 1-3 years of support experience with MS Office 365 in the Financial Services and Banking industry · * Strong understanding of network infrastructures - Routers, Switches, Firewalls, TCP/IP and LAN technologies * Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement · * An ability to understand business problems and solve with technical solutions · Ability to communicate effectively - technical and/or professional writing skills, presentation skills, verbal · * Identify key stakeholders and help define the project objectives. * Work across the organization to execute the project. * Keep all stakeholders informed of status and issues · * Experience in project scheduling, maintenance, status reporting, issue resolution & tracking, creation/maintenance of budgets/resources · * Must have strong interpersonal, organizational and leadership skills Minimum Degrees & Certifications Desired: Bachelor of Science or Bachelor of Arts degree * Minimum Degree(s) and Certification(s) desired: Bachelor degree or equivalent work experience. ## Description General Level II Support: * Provide technical support for remotely connected users through VPN. * Track hardware/software assets and ensure documented IT asset management policies are * followed. * Build, test, and deploy workstations in adherence to MUB's MUBK's established policies and * guidelines. * Document new problems and incidents utilizing MUB's ServiceNow ticketing system. Monitor * ServiceNow ticket queue, respond promptly to incidents and problems and follow through to * resolution. * Communicate to MUBK's supervision of any issues that need management attention and * problems that impact large numbers of clients. * Provide technical support for branch office support via a combination of phone and "on-line * connected session" to resolve incidents. * Provide support for End User Computing Move/Add/Changes in adherence with MUBK's * guidelines. * Follow up with service team for root-cause analysis (problem management) for continuous * improvement of service delivery processes. * Provide "white glove" services support for premier/executive level employees to ensure * continuity of services and prompt addressing of issues. Follow up to ensure all needs are addressed. * Provide User provisioning/de-provisioning for HW/SW in accordance with MUBK's IT asset management procedures. MS Office 365 Support: * Provide MS Office 365 support services for end-user computing hardware and software by * receiving and responding to incidents and requests submitted by end users via telephone call or * voicemail, email or ServiceNow. * Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for * supported systems and services. * Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and * document solutions. * Install, configure and deploy MS Office 365 applications to support user requirements and ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Modern Web Development with Nuxt3](https://www.wearedevelopers.com/videos/294-modern-web-development-with-nuxt3) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Next Level Enterprise Architecture: Modular, Flexible, Scalable, Multichannel and AI-Ready?](https://www.wearedevelopers.com/videos/1017-next-level-enterprise-architecture-modular-flexible-scalable-multichannel-and-ai-ready) - [TypeScript Features That Changed the Game](https://www.wearedevelopers.com/videos/100061-typescript-features-that-changed-the-game) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How Much FAANG Companies Actually Pay Software Engineers in 2025](https://www.wearedevelopers.com/magazine/230-how-much-faang-companies-actually-pay-software-engineers-in-2025)