Desktop Support Technician, Level 2

Mitsubishi UFJ Financial Group•New York, NY

2d•Hybrid

About The Position

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world. With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career. Join MUFG, where being inspired is expected and making a meaningful impact is rewarded. The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details. Job Summary: Includes work on helpdesk tickets, PC builds and deployments, desktop troubleshooting, hardware and application installs, printer maintenance, Intune and iOS configurations and remote user support. Provide technical support for remotely connected users through VPN. Track hardware/software assets and ensure documented IT asset management policies are followed. Build, test, and deploy workstations in adherence to MUBK’s established policies and guidelines. Document new problems and incidents utilizing MUB’s ServiceNow ticketing system. Monitor ServiceNow ticket queue, respond promptly to incidents and problems and follow through to resolution. Communicate to MUBK’s supervision of any issues that need management attention and problems that impact large numbers of clients. Provide technical support for branch office support via a combination of phone and “on-line connected session” to resolve incidents. Provide support for End User Computing Move/Add/Changes in adherence with MUBK’s guidelines. Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes. Provide “white glove” services support for premier/executive level employees to ensure continuity of services and prompt addressing of issues. Follow up to ensure all needs are addressed. Provide User provisioning/de-provisioning for HW/SW in accordance with MUBK’s IT asset management procedures. MS Office 365 Support: Provide MS Office 365 support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email or ServiceNow. Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for supported systems and services. Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions. Install, configure and deploy MS Office 365 applications to support user requirements and workflows.

Requirements

Minimum of 1-3 years of support experience with MS Office 365 in the Financial Services and Banking industry
Strong understanding of network infrastructures – Routers, Switches, Firewalls, TCP/IP and LAN technologies
Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement
An ability to understand business problems and solve with technical solutions
Ability to communicate effectively - technical and/"or professional writing skills, presentation skills, verbal
Identify key stakeholders and help define the project objectives
Work across the organization to execute the project
Keep all stakeholders informed of status and issues
Experience in project scheduling, maintenance, status reporting, issue resolution & tracking, creation/maintenance of budgets/resources
Must have strong interpersonal, organizational and leadership skills

Responsibilities

Work on helpdesk tickets
PC builds and deployments
Desktop troubleshooting
Hardware and application installs
Printer maintenance
Intune and iOS configurations
Remote user support
Provide technical support for remotely connected users through VPN
Track hardware/software assets and ensure documented IT asset management policies are followed
Build, test, and deploy workstations in adherence to MUBK’s established policies and guidelines
Document new problems and incidents utilizing MUB’s ServiceNow ticketing system
Monitor ServiceNow ticket queue, respond promptly to incidents and problems and follow through to resolution
Communicate to MUBK’s supervision of any issues that need management attention and problems that impact large numbers of clients
Provide technical support for branch office support via a combination of phone and “on-line connected session” to resolve incidents
Provide support for End User Computing Move/Add/Changes in adherence with MUBK’s guidelines
Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes
Provide “white glove” services support for premier/executive level employees to ensure continuity of services and prompt addressing of issues
Follow up to ensure all needs are addressed
Provide User provisioning/de-provisioning for HW/SW in accordance with MUBK’s IT asset management procedures
Provide MS Office 365 support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email or ServiceNow
Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for supported systems and services
Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions
Install, configure and deploy MS Office 365 applications to support user requirements and workflows