Technical Analyst, Banking/FI - IT End-User Support

This role involves providing comprehensive end-user support for a range of IT services, including MS Windows, Mac, Office 365, remote access/VPN, and AV conferencing. The project focuses on enhancing the tech support and onboarding team to manage increased workloads and improve IT technical support delivery in the US., * Provide technical support for end-user issues via telephone, email, ticket assignment, or walk-up requests

• Resolve 80% of technical support issues on the first call and assign to proper resolver teams if needed
• Onboard new staff and manage 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
• Demonstrate subject matter expertise in Windows, mobile technologies, desktop, and standard applications
• Manage trouble tickets in Service Now and perform root cause analysis
• Perform hands-on fixes at the desktop level, including installing and upgrading software
• Escalate large-scale issues to senior management and liaise with appropriate resolver/application teams for second-level support

• 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

Nice-to-Have Skills:

• Previous experience with ServiceNow

On behalf of our Banking/Financial Institution client, Procom is searching for a Technical Analyst, Banking/FI - IT End-User Support for a 6-month role. This position is an onsite position at our client’s New York office.