End User Support Technical Analyst

Location

New York City, NY

Onsite Flexibility

Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 8 months (with potential for extension)
• Pay Rate: $55.00–$60.00 / Hour (USD)
• Shift / Schedule: Monday–Friday, 9:00 AM–5:00 PM; standard 37.5 hrs/week (possible overtime)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The Information Technology department is building an improved tech support and onboarding team to manage growth. If you are a Windows desktop support specialist who consistently keeps multiple streams running and delivered on time, this role offers an opportunity to help transform the way IT technical support is performed in the U.S. The person filling the role will contribute to the overall success of the business, ensuring specific individual goals, plans, and initiatives are executed and delivered in support of the team's business strategies and objectives. All conducted activities must comply with governing regulations, internal policies and procedures. The ideal candidate will be able to thrive in a highly paced environment and contribute on various IT initiatives as needed. The successful candidate will be exposed to a wide variety of work for the end-user, opening up opportunities for personal growth and skills advancement.

Key Responsibilities

• Provide end-user support for MS Windows, Mac, Office 365, remote access/VPN, and AV Conferencing
• Onboard new staff
• Manage cyber vulnerabilities
• Support front-office trading and sales functions in a large international bank
• Support back-office operations and corporate functions
• Support Investment Banking, Compliance, and other private-side businesses within the bank
• Understand priorities, risks, and regulatory rules of the bank
• Champion a customer-focused culture to deepen client relationships
• Demonstrate subject matter expertise in Windows, mobile technologies, desktop and standard applications
• Provide exemplary customer support
• Provide technical support of end-user issues via telephone, email, ticket assignment, or walk-up requests
• Resolve 80% of technical support issues on the first call; assign to proper resolver teams if needed
• Perform root cause analysis, diagnosis, and remediation of all technical issues
• Manage trouble tickets in ServiceNow
• Use diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution
• Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
• Resolve computer and laptop issues (connectivity, performance) and printer issues (local, network)
• Support other IT groups as needed
• Escalate large-scale issues to senior management
• Liaise with the appropriate resolver/application teams for second-level support
• Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, and Application teams
• Adhere to established information security standards and procedures
• Understand how the bank's risk appetite and risk culture should be considered in day-to-day activities and decisions

Required Skills

• Working knowledge of DNS, internet infrastructure, and IP informational tools
• Technical support expertise; familiar with common computer hardware and productivity software applications
• Expert troubleshooting skills with various hardware (laptops, iPads, iPhones, desktops, printers)
• Proficiency with MS O365 Suite
• Excellent communication skills; ability to be articulate and speak clearly on the phone
• Excellent judgment skills to properly evaluate situations and provide effective solutions
• Strong written and oral communication skills
• Solid interpersonal skills, with a focus on understanding issues and making recommendations
• Ability to absorb and retain information quickly and work independently with minimal supervision
• Strong professionalism — comes dressed in professional attire every day

Preferred Skills

• Previous experience with ServiceNow

Education Requirements

• Bachelor's degree in Information Systems required

Required Experience

• 3+ years of experience performing IT end-user support at a financial institution

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Important Notes

• Interview process: 2 rounds — Round 1 with Hiring Manager and Technical Manager (30 min, MS Teams video); Round 2 with Director (30 min, in-person)
• Accommodation requests submitted by suppliers will be reviewed

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number

26-17706 Industry

Information Technology

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