> Markdown version of [/jobs/ext/3991152-level-2-desktop-end-user-support](https://www.wearedevelopers.com/jobs/ext/3991152-level-2-desktop-end-user-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Level 2 Desktop / End-User Support

- **Company:** SGA Inc.
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Contract:** Contract
- **Skills:** Microsoft Windows, Macintosh Computers, Desktop Computing, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Office, Network Architecture, Productivity Software, Remote Access Technology, Office365, Software Troubleshooting, Computer Equipment, Laptops, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://www.dice.com/job-detail/06f3c793-61a8-4d81-aec7-849d08134ebf

## About the Role

* 3+ years' experience performing IT end-user support at a financial institution.
 * Working knowledge of DNS, internet infrastructure, and IP informational tools.
 * Technical support expert, familiar with common computer hardware and productivity software applications
 * Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers).
 * Proficiency with MS O365 Suite
 * Excellent communication skills, ability to be articulate and speak clearly on the phone.
 * Excellent judgment skills to properly evaluate situations and provide effective solutions.
 * Strong written and oral communication skills.
 * Solid interpersonal skills, with a focus on understanding issues and making recommendations.
 * Ability to absorb and retain information quickly and work independently with minimal supervision.
 * Strong professionalism - comes dressed in professional attire every day.

Preferred Skills:

 * Previous experience with ServiceNow

## Description

Software Guidance & Assistance, Inc., (SGA), is searching for a Level 2 Desktop / End-User Support for a CONTRACT assignment with one of our premier Financial Services clients in lower Manhattan, NYC. 100% - 5 days/week. No remote flexibility., * Provide end-user support for MS Windows, Mac, Office 365, remote access/VPN, AV Conferencing]

 * Onboarding new Scotiabank staff
 * Managing Cyber vulnerabilities
 * Support front-office trading and sales functions in a large international bank.
 * Support back-office operations and corporate functions.
 * Support Investment Banking, Compliance, and other private-side businesses within the bank.
 * Understand priorities, risks, and regulatory rules of the bank.
 * Champion a customer focused culture to deepen client relationships.
 * Demonstrate subject matter expertise in Windows, mobile technologies, desktop and standard applications.
 * Provide exemplary customer support
 * Provide technical support of end user issues via telephone, email, ticket assignment or walk-up requests.
 * Resolve 80% of technical support issues on the first call. Assign to proper resolver teams if needed.
 * Perform root cause analysis, diagnosis, and remediation of all technical issues.
 * Manage trouble tickets in Service Now.
 * Use diagnostic utilities to aid in troubleshooting.
 * Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
 * Performs hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
 * Resolves computer and laptop issues (connectivity, performance) and printer issues (local, network).
 * Support other IT Groups as needed
 * Escalate large scale issues to senior management.
 * Liaise with the appropriate resolver/application teams for second level support.
 * Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, Application teams.
 * Adhere to established information security standards and procedures.
 * Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.