Desktop Support Technician, Level 2

MUFG•New York, NY

10d•$94,000 - $158,000•Hybrid

About The Position

The Desktop Support Technician, Level 2 provides end-user computing support, including helpdesk ticket resolution, PC builds and deployments, desktop troubleshooting, hardware and application installations, printer maintenance, Intune and iOS configurations, and remote user support. The role supports users connected remotely through VPN and branch offices by phone and online sessions. It also handles hardware and software asset tracking and user provisioning and de-provisioning in accordance with company policies. The technician builds, tests, and deploys workstations, monitors and resolves ServiceNow incidents and requests, documents problems and solutions, and escalates issues that require management attention or affect many clients. The role provides white-glove support to premier and executive-level employees, follows up on service issues, and participates in root-cause analysis and continuous improvement. The position also provides Microsoft Office 365 support by receiving and resolving user incidents and requests, troubleshooting and tracking issues, documenting solutions in collaboration with on-site staff, and installing, configuring, and deploying Office 365 applications. The posting describes a hybrid arrangement of four days per week at an MUFG office or client site and one day remotely, but separately lists required hours of 6:30 a.m. to 3:30 p.m. and states five days onsite. A recruitment team member will provide further details. The stated base pay range for New York/New Jersey is $94,000–$158,000, depending on job-related knowledge, skills, experience, and location. The role may also be eligible for discretionary performance-based bonus or incentive compensation.

Requirements

Minimum of 1–3 years of Microsoft Office 365 support experience in the financial services and banking industry.
Strong understanding of network infrastructure, including routers, switches, firewalls, TCP/IP, and LAN technologies.
Ability to analyze business and technical process flows and contribute improvement ideas and recommendations.
Ability to understand business problems and solve them with technical solutions.
Effective communication skills, including technical or professional writing, presentations, and verbal communication.
Ability to identify key stakeholders, help define project objectives, execute projects across the organization, and keep stakeholders informed of status and issues.
Experience with project scheduling, maintenance, status reporting, issue resolution and tracking, and creation or maintenance of budgets and resources.
Strong interpersonal, organizational, and leadership skills.
Work hours are 6:30 a.m. to 3:30 p.m.; the posting states that five days onsite are required.
Bachelor’s degree in Computer Science or a closely related discipline, or an equivalent combination of formal education and experience.

Responsibilities

Work helpdesk tickets and perform PC builds and deployments, desktop troubleshooting, hardware and application installations, printer maintenance, and Intune and iOS configurations.
Provide technical support to remotely connected users through VPN.
Track hardware and software assets and follow documented IT asset management policies.
Build, test, and deploy workstations according to established policies and guidelines.
Document incidents and problems in ServiceNow, monitor the ticket queue, respond promptly, and follow issues through resolution.
Communicate issues requiring management attention and problems affecting large numbers of clients to supervision.
Support branch offices by phone and online connected sessions to resolve incidents.
Provide end-user computing move/add/change support according to established guidelines.
Follow up with the service team on root-cause analysis for continuous improvement of service delivery.
Provide white-glove support to premier and executive-level employees and follow up to ensure their needs are addressed.
Provision and de-provision hardware and software users according to IT asset management procedures.
Receive and respond to Microsoft Office 365 incidents and requests submitted by telephone, voicemail, email, or ServiceNow.
Troubleshoot, resolve, and track Microsoft Office 365 user requests for supported systems and services.
Collaborate with on-site staff to supplement the Microsoft Office 365 knowledge base and document solutions.
Install, configure, and deploy Microsoft Office 365 applications to support user requirements and workflows.