SSUSA Job #615: Level 2 Desktop Support

Job Description



One of our global banking clients is looking for a primary level 2 desktop support analyst, responsible for responding to and resolving all Information Systems (IS) related issues. Support includes responding to desktop, laptop, network, PBX, access, security, and peripheral issues. The support analyst is also required to enter all incidents with-in the CSC’S Incident Management System (HEAT).

General responsibilities include providing off-hour - On Call support for all Global customers when required. This would include periodically travelling and weekend work via MAC's. (Adds , Moves and Changes)

Additional responsibilities include facilitating problem resolution for customers application issues with appropriate IS support personnel.




  • Monitoring open Heat ticket queues to ensure that all calls are updated and/or assigned until resolution.
  • Manage and support back-up processes as appropriate
  • Assessing existing desktop hardware to determine component and equipment needs.
  • Responsible for Desktop Computing procurement process inclusive of laptop & desktop PC’s, printers.
  • Building workstations via “PXE boot via SCCM”. Installing and configuring appropriate software and drivers to be ensure proper workstation build before implementation.
  • Performing all variations of Moves,Add and change orders.
  • Installation and configuration of network and local printers. As well as new peripherals and components. I.E. – I- Phone using Good for Enterprise , PC memory, drivers, local software, etc.
  • Maintain good working relationship with team members and all personnel within the organization.
  • Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database
    (HPK) increasing the level of 1st call resolution.




Required Experience:


  • Seven (7) years of 2nd level desktop support experience
  • Experienced dealing with a high volume of calls and problems reported by high end users
  • Must be well versed in the Microsoft suite of applications
  • Windows 7 and & 10 Operating Systems
  • Experienced dealing with a high volume of calls and problems reported by high end users


Required Skills:


  • Must work well with others, be customer focused and a team player including excellent communication skills.
  • Must be a forward thinker, always looking to improve existing Customer Service Center processes and provide relevant solutions. 
  • Must present a professional and positive image to the customer base.
  • Must have in – depth knowledge of local PBX/ACD systems.
  • Strong knowledge of Active Directory
  • Strong customer service and analytical skills
  • SCCM experience is needed to manage devices including package deployment and Remote Desktop
  • General Imprivata for Corporate Security Console and protection

  • SQL Reporting for data mining and customer metrics

  • Citrix for connections to virtual platforms (troubleshooting)

  • ITIL and /or HDI certification and /or general knowledge

  • Bloomberg support for Treasury Business Customers (set - up , configuration and support)

  • Equi - Trac, follow me printing: software installing and support

  • VTC and Conference room set up and support 

  • Skype, Linc messaging services




Job Location
New York City

Position Type