Service Desk Engineer

Zensar•Boston, MA

3d•Onsite

About The Position

Zensar is hiring a full-time Service Desk Engineer in Rockland, Massachusetts. The role is 100% onsite and provides Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. The position focuses on timely resolution of IT incidents, service requests, and user issues while complying with U.S. banking regulations, cybersecurity standards, and internal IT policies. The engineer supports user accounts and endpoint devices, installs and updates banking-approved software, assists with identity and access requests, and responds to users through phone, email, and instant messaging. The role includes logging and managing incidents and work requests, diagnosing and resolving issues in coordination with users, documenting solutions, and routing problems to appropriate support teams. Zensar describes opportunities for professional growth and offers a competitive benefits package.

Requirements

Mandatory phone or customer support experience.
Excellent communication skills.
Windows technical service desk experience.
Knowledge of Windows 11 and basic Windows Server.
Basic knowledge of Windows, Active Directory, VMware, Exchange, MECM, and SCOM.
Experience with ITSM ticketing tools such as Ivanti or ServiceNow.
Experience in an IT service desk or technical support role.
Excellent customer service and problem-solving skills.
Ability to work in a fast-paced, highly regulated environment.

Nice To Haves

Bachelor’s or associate degree in IT, Computer Science, or a related field.
Experience supporting a bank or financial services environment.
Basic or above-average knowledge of Windows OS and Microsoft 365, Active Directory or Azure AD, VPN and MFA, and the ITIL framework.

Responsibilities

Administer and provide user account provisioning.
Support desktops, laptops, thin clients, printers, scanners, and peripherals.
Install, configure, and update banking-approved software and desktop applications.
Follow internal controls and policies.
Assist with password resets, MFA support, and identity and access management requests.
Identify and report suspicious activity or potential security threats.
Maintain data privacy and follow cybersecurity best practices.
Document solutions and create user guides and knowledge base articles.
Use the Incident Management System to document and manage problems, work requests, and resolutions.
Respond to telephone calls, email, and instant messages; create tickets; assign work orders or incidents to appropriate support teams; and follow up until closure.
Diagnose problems through discussions with users, including problem recognition, log review, research, isolation, resolution, and follow-up.
Provide Level 1 remote desktop support and perform other activities based on SOPs.
Route problems to internal second-level IT support staff.