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

- **Company:** Bank Of Nova Scotia
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **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, Information Technology, Laptops, Servicenow
- **Published:** October 29, 2026
- **Apply:** https://portal.procomservices.com/jobs?jobId=48f0a68d-c0a2-4d38-9620-9dfbaee653f9

## 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

Nice-to-Have Skills:

 * Previous experience with ServiceNow

## Description

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