Tech Analyst w Win 10, financial, MS Office 365 Teams, OneDrive, SharePoint

Description:
Hiring Manager: Manager, U.S. Technical Operations
Location Address: Downtown NYC
Contract Duration: 6 months possible extension or conversion
Number of Positions: 1
Schedule Hours: 7am 5:30pm flexible hours 8 hours per day within this range.

Story Behind the Need
- Business group: New York Agency - Computer Services and Ops. 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, join our team, and help transform the way IT technical support is performed in the US.
- Project: New York Agency - Computer Services and Ops is seeking Technical Analyst to help support the front office, back office, and corporate banking helping the minimize response times from the group.
- Reason for request: Backfill

Candidate Value Proposition
The successful candidate will not only have the opportunity to gain valuable experience at a top 5 bank, but also get exposure to the bank emerging and disruptive technologies while working on a highly visible initiative.

Typical Day in Role
- Provide end-user support for Windows 10, Office 365, remote access/VPN.
- Support front-office trading and sales functions in a large international bank.
- Support back-office operations and corporate functions
- 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 hardware/software, printing, TCP/IP 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 Service Now.
- Use diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
- Performs hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.
- Resolves 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.
- Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, 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.

Candidate Requirements/Must Have Skills:
1) 5 years of experience and expert understanding in Windows 10
2) 4 years of experience performing IT support, preferably at a banking or financial institution
3) 4 years of experience and expert knowledge in MS Office 365 Teams, OneDrive, SharePoint Online, as well as MS Outlook
4) 4 years of experience dealing with VPN and TCP/IP Troubleshooting
5) 4 years of hands on experience dealing with Proxy Servers / Firewalls
6) Working knowledge of DNS, internet infrastructure, and IP informational tools

Nice-To-Have Skills:
- Experience with the following regulatory agencies a plus: Federal Reserve Bank of New York, New York Dept. of Financial Services (NYDFS), Securities & Exchange Commission (SEC), Commodities Future Trading Commission (CFTC), National Futures Association, and Office of the Superintendent of Financial Institutions (OSFI).
- General knowledge of Excel macros is an asset
- Power shell scripting experience is an asset

Soft Skills:
- 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.

Best vs. Average: Candidates will ideally have experience working for a bank or large financial institution.

Degrees or certifications:
- Bachelor's degree in a related field preferred

Candidate Review & Selection: 30 min with HM MS Teams Video interview or phone
Availability to interview: ASAP

Additional Notes:
- Candidate will be a technical support expert, familiar with common computer hardware and productivity software applications
- Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers)
- Candidate should also demonstrate an understanding of Active Directory / Active Roles can be demonstrated through project work

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit to contact us if you are an individual with a disability and require accommodation in the application process.