Desktop Support Engineer (Level 1)

Job Title: IT Desktop Field Support Engineer I

Job Location: Jersey City, NJ

Job Type: Contract W-2

1st Level IT Support:

A global bank is seeking a IT Desktop Field Support Engineer I

Responsibilities:

Troubleshooting and Resolution: Provide first-level technical support to internal employees for hardware, software, and network issues via phone, email, and ticketing system.

User Assistance: Guide users through step-by-step solutions to common technical problems, fostering a positive and supportive user experience.

Issue and follow Documentation and Procedures: Accurately document and follow all support requests, troubleshooting steps, and resolutions in the IT ticketing system.

Escalation: Escalate complex or unresolved issues to senior IT staff with clear and concise documentation.

Onboarding Support: Assist with the setup and configuration of new employee workstations and accounts in addition to other equipment (Printers, etc.).

Train current and new users

Basic Hardware/Software Installation: Perform basic installation and configuration of software and peripherals according to established procedures.

Production Process Monitoring:

System Oversight: Actively monitor production systems through tools and automated reports.

Alert Response: Respond promptly to system alerts and notifications, taking initial steps to diagnose and address potential problems.

Data Verification: Regularly verify the accuracy and integrity of production data, ensuring it meets established quality standards.

Process Adherence: Ensure production processes are being followed according to documented procedures and workflows.

Reporting: Generate basic reports on system performance and any detected issues to relevant stakeholders.

Skills:

Strong Attention to Detail: A keen eye for detail is critical for identifying discrepancies, ensuring accuracy in documentation, and preventing errors in production processes.

Strong Communication Skills: Ability to clearly and concisely communicate technical information to both technical and non-technical users, both verbally and in writing. This includes active listening and the ability to explain complex issues in understandable terms.

Strong Problem-Solving Abilities: A logical and analytical approach to identifying issues, gathering information, and determining effective solutions.

Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain organized records.

Technical Skills (Important but Not Required):

While not a prerequisite, candidates with any of the following experience will be at an advantage:

Familiarity with Windows and/or macOS operating systems.

Basic understanding of network concepts (e.g., IP addresses, Wi-Fi).

Experience with Microsoft Office Suite or similar productivity tools.

Exposure to IT ticketing systems (e.g., Jira, ServiceNow).

Education: Bachelor's degree in a related field.