Desk Side Support Representative
The CSC Desktop Team are responsible for providing high-end quality IT Support and customer service to internal colleagues. The successful candidate will join a team based onsite in our 277 Park Ave. The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical, and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital. The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company.
Tasks
- Monitors open Service Now ticket queues to ensure that all calls are updated and/or assigned until resolution.
- Part of Team providing onsite support at 277 Park Ave as well as supporting remote users
- Performs all aspects of hardware, workstation, and printer repairs.
- Provide support at the Tech Bar for End User Walk ups.
- Part of On Call rotation including occasional weekends and late nights to support upgrades, changes, Project Work etc.
- Coordinates and/or escalates with outside vendors and other Support Groups
- Prepare and Build workstations. Installs and configures appropriate software and drivers to be ensure proper workstation build before implementation.
- Updates the hardware and software inventories as appropriate.
- Supplement Helpdesk Support as required.
- Support BCP Activity including two annual Business Tests
- Support Video Conference Equipment & Meeting setups
- Provide coverage or travel to other locations as required.
Technologies
- ServiceNow
- Asset Management
- SCCM
- Cisco Webex / MS Teams / VTC Support
- Windows 10 / 11 Support
- Citrix / Virtual Environments
- Apple iPhone/iPad
- Automation / Scripting - PowerShell
- Previous Banking / Trading Type experience Beneficial
Qualifications and Skills
- 3+ years of experience in an end-user support role.
- Relevant Certification / Education that demonstrates understanding of core concepts.
- Microsoft Active Directory (User, group, and computer management)
- Microsoft Windows Desktop Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.)
- Microsoft Office/SharePoint/Teams/One Drive
- Microsoft SCCM
- Citrix Workspace/XenDesktop Virtual Desktop Environments
- Core networking concepts (DNS, DHCP, etc.)
- Excellent customer service skills.
- Excellent verbal and written communication skills.
Additional Requirements
SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.