End User Support Analyst (PA, Blue Bell)

Job Summary

Responsibilities

• Manages and maintains desktop systems and peripheral systems as assigned, including IMAC tickets, patching, troubleshooting, and design
• Addresses tickets, provides incident response, and triages, including after-hours support when tasked
• Mentors/trains team members and drives team direction and technical support efforts
• Identifies improvements to technology and processes to streamline operations and support
• Generates and analyzes ticket reports as part of proactive maintenance and make recommendations
• Develops and maintains desktop documentation to include build, standards, CMDB information, and disaster recovery documentation
• Reviews and approves documentation for department processes, disaster recovery documentation to ensure consistency and soundness
• Supports the technical needs of employees and clients, as they relate to computer based systems
• Installs and supports desktop/notebook/tablet computers and printers in a Microsoft network environment
• Performs individual and departmental moves
• Supports a variety of pre-packaged and internally developed software applications, as well as third party software specific to the financial services industry
• Hardware and software to be supported includes, but is not limited to: Intel-based PCs and notebook computers running on a Microsoft network. HP and Xerox laser printers. Windows 7 and Windows 10 desktop operating systems. Wireless Internet (Wi-Fi). Thin client computing at the desktop using thin client terminals and Windows Terminal Services. Virtual desktop infrastructure (VDI) running on a Microsoft platform MS Office Suite and other pre-packaged applications Internet Explorer and Edge Outlook e-mail
• Intel-based PCs and notebook computers running on a Microsoft network.
• HP and Xerox laser printers.
• Windows 7 and Windows 10 desktop operating systems.
• Wireless Internet (Wi-Fi).
• Thin client computing at the desktop using thin client terminals and Windows Terminal Services.
• Virtual desktop infrastructure (VDI) running on a Microsoft platform
• MS Office Suite and other pre-packaged applications
• Internet Explorer and Edge
• Outlook e-mail
• Assists in meeting department goals for response time and first-call resolution; proactively explores options and makes recommendations for improving response time, quality of services, etc.
• Facilitates meeting with teams to manage ticket completion
• Helps manage master desktop image
• Helps test and verify installation and testing of new systems
• Helps manage day-to-day activities of the team
• Participates in annual and period BC/DR tests