Desktop Support Technician

A top Fortune 50 financial institution is seeking a Desktop Support Technician to provide technical support to end users, troubleshoot hardware and software issues, and ensure a high level of customer service in a fast-paced environment., Provide end-user technical support for Windows 11, Microsoft 365, and enterprise applications. * Troubleshoot connectivity, VPN, and access-related issues while following established procedures and service standards. * Deliver responsive, professional support while collaborating with team members to resolve technical issues.

Responsibilities: * Diagnose and resolve hardware and software issues for end users. * Troubleshoot Palo Alto GlobalProtect VPN client issues on Windows endpoints. * Support Microsoft Windows 11 operating systems and Microsoft 365 applications, including Outlook, OneDrive, and Teams. * Utilize ServiceNow to document, track, and manage support tickets. * Apply basic networking knowledge, including IP and DNS, to troubleshoot connectivity issues. * Follow cybersecurity best practices, including multi-factor authentication (MFA) and phishing awareness. * Adhere to standard operating procedures and provide excellent customer service in a fast-paced environment.

1-5 years of experience in desktop support, IT support, or a similar technical support role. * Experience troubleshooting Windows 11 endpoints and Palo Alto GlobalProtect VPN issues. * Working knowledge of Microsoft 365 applications, including Outlook, OneDrive, and Teams. * Familiarity with ticketing systems, preferably ServiceNow. * Basic understanding of networking concepts, including IP and DNS, and cybersecurity principles, including MFA and phishing. * Strong communication and customer service skills, professional presence, attention to detail, and the ability to work effectively within a team.

Nice to Haves: * CompTIA A+ certification. * Microsoft 365 Certified: Fundamentals certification. * Experience with ConnectWise Remote Support Software. * Experience with CyberArk Workforce Password Management. * Experience troubleshooting Citrix Virtual Desktop Infrastructure (VDI).