Sr End User Computer Technician • Under limited supervision and direction, provide second-third level end-user PC support. • Supports the configuration/ installation and general troubleshooting of PC hardware and software incidents and issues, including laptops, desktops, printers, and other messaging devices - BlackBerry and mobile phones. • Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Outlook products, and provide application support to end-users, Backup and recover end-user data and files. • Supports hardware and software testing. • Diagnose software and hardware errors and compatibility issues. • Provides end-user training and knowledge documentation. • Provides remote PC support and troubleshooting. Provides status reports, incident and problem summaries, and project statuses as required. • Provides desktop support for major campus locations and remote offices. • Liaise with 2nd-3rd tier teams to ensure timely resolution of complex end-user IT issues and incidents, to ensure agreed to service levels to the business users. • Project manage small scale projects from assessment to implementation. • Carry out the coordination and implementation of various rollouts (version upgrades and patch management) of applications, hardware, and operating systems. • Comply with and support ITIL change-incident-problem management processes and work instructions. • Provide event and crisis management support as necessary. Provide a high level of customer service, meeting agreed to service levels, while working in a dynamic complex environment. • Provide advice, guidance, and technical expertise to end-users. • Promote and comply with standard desktop products and services. • Supports the end-user and business operations for technology services. • Interfaces with and statuses the service desk. Responsible for crisis and event management (planned & unplanned) and the problem management. • Responsible for performing tier 2-3 support and appropriate escalation. Provides break/fix problem resolution within a complex fast-paced business environment. • Significant IT end-user desktop experience for a information-based business is required. Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience and technical qualifications required. • MCSA/E, MCP, MCTS, MOS, MCDST and A+ certifications preferred. • Minimum 5+ years’ experience in an information technology - technical support position providing computer support and break/fix services. • Strong Windows (OS XP, OS Vista, MS Office, Outlook, Active Directory, group policies, VB Scripting, Ghost, Tivoli, Windows domain networking, local area networking, and remote access software and VPN technology) experience and troubleshooting experience. • Extensive experience with current desktop, laptop, peripheral technologies. • Strong imaging experience, as well as anti-virus and personal firewall technologies. • Experience utilizing client remote control solutions. • Strong written/verbal communications skills, and possess the ability to interface with end-users effectively. • Ability to perform in a dynamic environment with changing schedules and priorities. Must be available to provide 24x7 support as necessary. • Experience in end-user support within a financial service environment, providing both front and back office support. • Self- motivated. Possesses and friendly, can-do attitude. Expected Responsibilities: • Interacts with business end-users, Integrated Service Delivery Managers, end-user back-office provisioning and engineering, IT Information Security, technology stack management, vendors and technology providers, and engineering teams. • Receives little instruction on day-to-day operations and general instruction on new assignments from Service desk management. • Works independently on moderately -complex problems. • Assists and trains lower-level associates on incident management & resolution Suggested Experience: • BS / Master’s Degree (MS) or technical institute degree / certificate in Computer Science or the equivalent combination of education, technical designations and work experience. • Approximately 5 to 7 years of related experience in IT functions. • Strong knowledge of IT engineering and its role in supporting business applications. • Responsibilities more heavily weighted toward analytics than operations. • Practical experience of project management disciplines. Requirements Sr End User Computer Technician • Under limited supervision and direction, provide second-third level end-user PC support. • Supports the configuration/ installation and general troubleshooting of PC hardware and software incidents and issues, including laptops, desktops, printers, and other messaging devices - BlackBerry and mobile phones. • Install, configure, and troubleshoot Windows based operating systems, Microsoft Office & Outlook products, and provide application support to end-users, Backup and recover end-user data and files. • Supports hardware and software testing. • Diagnose software and hardware errors and compatibility issues. • Provides end-user training and knowledge documentation. • Provides remote PC support and troubleshooting. Provides status reports, incident and problem summaries, and project statuses as required. • Provides desktop support for major campus locations and remote offices. • Liaise with 2nd-3rd tier teams to ensure timely resolution of complex end-user IT issues and incidents, to ensure agreed to service levels to the business users. • Project manage small scale projects from assessment to implementation. • Carry out the coordination and implementation of various rollouts (version upgrades and patch management) of applications, hardware, and operating systems. • Comply with and support ITIL change-incident-problem management processes and work instructions. • Provide event and crisis management support as necessary. Provide a high level of customer service, meeting agreed to service levels, while working in a dynamic complex environment. • Provide advice, guidance, and technical expertise to end-users. • Promote and comply with standard desktop products and services. • Supports the end-user and business operations for technology services. • Interfaces with and statuses the service desk. Responsible for crisis and event management (planned & unplanned) and the problem management. • Responsible for performing tier 2-3 support and appropriate escalation. Provides break/fix problem resolution within a complex fast-paced business environment. • Significant IT end-user desktop experience for a information-based business is required. Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience and technical qualifications required. • MCSA/E, MCP, MCTS, MOS, MCDST and A+ certifications preferred. • Minimum 5+ years’ experience in an information technology - technical support position providing computer support and break/fix services. • Strong Windows (OS XP, OS Vista, MS Office, Outlook, Active Directory, group policies, VB Scripting, Ghost, Tivoli, Windows domain networking, local area networking, and remote access software and VPN technology) experience and troubleshooting experience. • Extensive experience with current desktop, laptop, peripheral technologies. • Strong imaging experience, as well as anti-virus and personal firewall technologies. • Experience utilizing client remote control solutions. • Strong written/verbal communications skills, and possess the ability to interface with end-users effectively. • Ability to perform in a dynamic environment with changing schedules and priorities. Must be available to provide 24x7 support as necessary. • Experience in end-user support within a financial service environment, providing both front and back office support. • Self- motivated. Possesses and friendly, can-do attitude. Expected Responsibilities: • Interacts with business end-users, Integrated Service Delivery Managers, end-user back-office provisioning and engineering, IT Information Security, technology stack management, vendors and technology providers, and engineering teams. • Receives little instruction on day-to-day operations and general instruction on new assignments from Service desk management. • Works independently on moderately -complex problems. • Assists and trains lower-level associates on incident management & resolution Suggested Experience: • BS / Master’s Degree (MS) or technical institute degree / certificate in Computer Science or the equivalent combination of education, technical designations and work experience. • Approximately 5 to 7 years of related experience in IT functions. • Strong knowledge of IT engineering and its role in supporting business applications. • Responsibilities more heavily weighted toward analytics than operations. • Practical experience of project management disciplines.