SSUSA Job #725: Level 1 Desk Support

Job Description



Our financial client is looking for an experienced Level 1 Desk Support Analyst who will respond to inquiries or requests from the  End-user community and Internet Client Access users, and assist in problem resolution.  Examples of the work performed may include resolution of computer problems, management of escalations, and notifications.




  • Provide assistance by phone, email and/or using a ticket management system.

  • Track issues to resolution.

  • Update the internal knowledgebase with issue resolution details.

  • Support computers, laptops, tablets, smart phones and applications.

  • Monitor and escalate alerts from antivirus systems.

  • Monitor backup system alerts and escalate errors.

  • Manage critical incidents.

  • Escalate problems as required to Tier 2 and Tier 3 support teams.

  • Quickly and accurately determine incident scope and impact.

  • Follow up on tickets at pre-defined intervals until resolved.

  • Update daily status reports and shift handover reports.

  • Act as a liaison between customers and technical escalation teams.


  • Providing application support for the  company Desktop
  • Providing operating system support
  • Mapping Printers
  • Restaging workstations

  • Password / Account Resets

  • Answering basic how-to questions 

  • Citrix troubleshooting is a +



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Job Location
Edison, NJ

Position Type