Mid/Sr. IT Support

PGM Tek•New York, NY

17d

About The Position

The IT Support Specialist is responsible for day-to-day IT operations, user support, and the branch/office IT environment under the direction of the Head of IT. The role supports operational procedures, system maintenance, incident response, and coordination with internal IT teams. A flexible schedule, including evenings, nights, and weekends, may be required, and on-call incident-response duties may be assigned outside scheduled shifts. The position is non-exempt.

Requirements

Bachelor's degree (B.A. or B.S.) from a four-year college or university, or an equivalent combination of education and work experience.
Knowledge and experience in general banking IT operations, technical support, and/or infrastructure monitoring.
Familiarity with ITIL practices for incident, problem, and change management.
Basic understanding of Windows/Linux servers and networking concepts.
Strong analytical, troubleshooting, and communication skills.
Knowledge of computer operating systems, Windows, and Microsoft applications.
Prepared to work a flexible schedule that may include nights and weekends.

Nice To Haves

Proficiency in Mandarin is highly desirable.

Responsibilities

Manage day-to-day IT operations and user support for the branch/office IT environment.
Perform duties during shifts that may include evening and night hours.
Participate in on-call incident response outside scheduled shifts when assigned.
Maintain accurate computer hardware and software inventories and update configuration information.
Conduct regular health checks and prepare reports according to operational procedures.
Work with internal teams to resolve recurring technical issues and improve operational workflows.
Maintain and update standard operating procedures and system runbooks.
Support patching, change management, and scheduled maintenance activities.
Assist with disaster recovery tests and business continuity planning exercises.
Contribute to compliance, audit, and security tasks by generating logs and documentation when required.
Collaborate with application support, infrastructure, and cybersecurity teams.
Communicate with the Head Office in Chinese to conduct troubleshooting and follow ITIL procedures.