Desktop Support Technician

SMBC; Charlotte (NC); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

SMBC Group is seeking an IT Help Desk professional to provide application and system incident resolution with a focus on speed to first response and minimal end-user disruption. You will deploy updates, coordinate user acceptance testing, and support hardware and access management in a hybrid work environment.

The role emphasizes proactive monitoring, documentation updates, and collaboration with external vendors to stay informed on product updates and bug fixes.

Responsibilities

• Provide incident resolution with focus on speed to first response and resolution, minimizing disruption to end users.
• Proactively monitor for mission-critical application and system updates and prepare updates before users request them.
• Monitor and maintain end-user hardware inventory to keep devices in peak condition.
• Control user access requests with proper approvals and document changes accordingly.

Job description

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SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

Role Description

Provide application and system incident resolution with attention paid to minimizing disruption to the end user. Deploy application and system software updates in a timely manner, working with key users to perform user acceptance testing prior to firm-wide launch.

Role Objectives: Delivery

Provide incident resolution focusing on speed to first response and resolution, with attention paid to minimizing disruption to the end user. Proactively monitor for key application and system software updates ensuring updates are ready before users begin to request. Monitor and maintain end-user hardware inventory to ensure that hardware is operating in peak condition throughout useful life. Control user access requests by getting approval from authorized parties. Maintain compliance with recommended procedures during on- and off-boarding of users.

Role Objectives: Interpersonal

Follow-up with end users to keep them appraised of issue status or to ensure the issue has been fully resolved. Engage with end users to understand if there are any unreported issues or improvements that can be made. Maintain relationships with external vendors to act as a resource on issues related to their specific products, as well as staying informed of key new products, updates or bugs. Seek guidance from senior help desk members when facing new or challenging incidents. Update documentation changes both for internal team use as well as for public posts and announcements on common IT procedures and problem resolutions.

Role Objectives: Expertise

Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end-user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews.

Qualifications and Skills

Recommended years of experience: 0

Additional Requirements

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at [e-mail].