Position Title: Desktop Support Analyst
Duration: 9 Months (Possibility of Extension)
Working hours: 9 AM – 5 PM
Working Location: Toronto, ON

Role Mandate:

• This candidate must be well-versed in Desktop / Server Windows Operating System Configuration methods, including Standalone Physical / Virtualized Environments, Image management, Support of LAN / WAN networks, Exchange, Office 365 Cloud, and Others, SCCM, Disaster Recovery methods, Business Continuity Planning, Market Data/ Business application Support, and Troubleshooting.
• The successful candidate should be able to analyze simple and complex Desktop/Server operating system issues and participate in troubleshooting in ALL End User problems scenarios, including but not limited to, Windows Active Directory, Group policies, End point devices (Desktops, Laptops, Thin Clients, Tablets, Mobile Devices, etc.), Investment / Trading applications, firewall issues, Domain namespace White/ blacklisting, printer issues, Client email delivery problems, virtualized system (VDI) errors, various compliance issues, and other problems.
• The successful candidate will also demonstrate excellent technical excellence, customer interaction, and white-glove service skills in all communications, whether client-facing or internally with Help Desk Engineering & Support peers.

Primary Responsibilities include:

• Installation, Troubleshooting, and Support for Operating System windows 7/10 /11, MAC OS), MS Office 365 suite, OneDrive, MS Teams, and other Investment & Corporate Banking / Trading applications.
• Imaging/Re-imaging of corporate and BYOD end user systems (Laptops / Desktop/ Thin Client devices) utilizing SCCM platform based on Service Now approved tickets.
• Provide excellent technical and troubleshooting support on Mobility devices such as: (Android/iOS/iPhone/iPads), Mobile Device & application Management to BANK Capital Markets executives and users.
• Provide MFD’s Support for the Imaging devices (print/scan/copy/fax) at the site.
• Internal Move / Add /Change support, including large-scale/bulk office moves/re-stacking activities, etc. (all moves).
• Well-versed in providing White Glove VIP/ Concierge Services, Home / Remote support to ALL BANK CM (Capital Markets) end-user community.
• Multi-tasking attitude and capabilities are a must for this position.
• Provide IT orientation and training to ALL new CM employees on existing Desktop/Laptop systems and software.
• Ability to coordinate CM End users’ issues with various Level 3 Server / Network support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide Smart Hands and Eyes Support - for servers, network, and security devices in remote site locations, as per BANK policies and procedures, and when requested by IT management.
• Provide accurate and timely logging of customer incidents/service requests in Service Now to meet agreed-upon service level agreements (SLA).
• Supporting ALL End User Device Lifecycle Management activities as per BANK Capital Markets policies and procedures.
• Participate in maintaining appropriate IT equipment Inventory and spare requirements.
• Maintain Asset Management tools that support automatic discovery (such as SCCM), facilitate effective device deployment, re-use of assets, and provide a common view of users’ information
• Provide “value-added” end-user consultation for short “how-to questions.
• Perform end-user related Audit / Compliance / Security controls such as: Access reviews, risk assessments, controls verifications, Asset Management facility inspections, maintenance of verification logs on a need basis.
• Perform break-fix support for laptops, desktops, tablets, and associated hardware peripherals with 3rd party vendors for warranty repair/replacement.
• Provide On-call support if required outside business hours on a rotational basis
• Provide IT end-user support for disaster recovery and emergency response activities in the event of emergencies at the local site
• Provide basic AV and conference room and meeting setup service during business hours and as requested.
• Follow standard ITIL best practices for Tickets. Service Requests, Change /records, and device management.
• Ability to provide a first line support for business/market data applications, such as Bloomberg, FactSet, etc., and escalate to application teams for more complex issues.
• Ability to participate in supporting and answering calls on AWS Connect & IPC voice support is important.

Technical Skills requirements:

• 5 + years working knowledge of Microsoft Windows operating systems, Active Directory, and group policies. 5 + years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN network issues.
• 5- 10 years of IT End User Trade Floor experience in a leading financial firm in high paced environment.
• Mobile Device Management Platform (Intune, AirWatch, Mobile Iron, etc.) experience is a plus.
• Technical certifications such as: ITIL Certification, CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP)
• Experience supporting market data applications such as Bloomberg, FactSet, Reuters, etc.
• Understanding to troubleshoot hardware-related issues – Dell/ HP Desktops / Laptops, Surface Book or Surface Studios, Apple devices, non-Apple devices.
• Excellent Verbal and Writing Skills are a must.
• Working experience in a Managed Services Provider is a plus
• BS/BA in Computer Science, Information Technology, or an equivalent hands-on experience.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 37.95/hr.