Help Desk Technician

The Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators., * Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2-3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• Windows OS & Microsoft 365
• Active Directory / Azure AD
• VPN & MFA