IT Support Analyst

TEKsystems

New York (NY)

On-site

USD 28,000 - 30,000

Full time

14 days+

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Job summary

TEKsystems is seeking an IT Service Desk Analyst to provide onsite support at the bank's corporate office in Pittsford, NY, while delivering remote assistance for branch locations. You will be the initial point of contact for Windows, AD, and Microsoft 365 related issues, ensuring business continuity and adherence to security policies.

The role requires 2+ years in IT service desk or desktop support, strong AD and M365 experience, and excellent troubleshooting and communication skills.

Qualifications

Associate's degree in Information Technology or related field, or equivalent work experience.
2+ years of IT Service Desk, Help Desk, or Desktop Support experience.
Hands-on experience supporting Windows 10/11 environments.
Strong experience with Active Directory administration and user account management.
Experience supporting Microsoft 365 applications and services.
Familiarity with remote support tools, ticketing systems, and basic networking concepts.
Strong troubleshooting, customer service, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Provide first-level technical support to bank employees via phone, email, remote support tools, and in-person assistance.
Troubleshoot and resolve issues related to Windows desktops and laptops, Microsoft 365 applications, printers, mobile devices, and banking systems.
Administer and support Active Directory, including user account creation, password resets, group membership management, and account permissions.
Support branch employees remotely with hardware, software, connectivity, and access-related issues.
Install, configure, and maintain Windows workstations, peripherals, and software applications.
Manage and document incidents, service requests, and resolutions within the IT ticketing system.
Assist with user onboarding and offboarding activities, including account provisioning and equipment deployment.
Escalate complex issues to senior IT staff or specialized support teams as needed.
Participate in system upgrades, patch management, hardware refreshes, and technology deployments.
Maintain technical documentation, procedures, and knowledge base articles.
Ensure compliance with bank security policies, regulatory requirements, and IT best practices.

Skills

Windows 10/11 support

Active Directory administration

Microsoft 365

Remote support tools

Ticketing systems

Networking concepts

Customer service

Communication skills

Multitasking

Education

Associate's degree in Information Technology or related field

Tools

Active Directory

Microsoft 365

Azure AD / Entra ID

Job description

Job Description

The IT Service Desk Analyst provides onsite technical support for the bank's corporate office while delivering remote support to branch locations. This role serves as the primary point of contact for end-user technology issues in a Windows-based environment, supporting hardware, software, user accounts, and network connectivity to ensure business continuity across the organization.

Key Responsibilities

Provide first-level technical support to bank employees via phone, email, remote support tools, and in-person assistance.

Troubleshoot and resolve issues related to Windows desktops and laptops, Microsoft 365 applications, printers, mobile devices, and banking systems.

Administer and support Active Directory, including user account creation, password resets, group membership management, and account permissions.

Support branch employees remotely with hardware, software, connectivity, and access-related issues.

Install, configure, and maintain Windows workstations, peripherals, and software applications.

Manage and document incidents, service requests, and resolutions within the IT ticketing system.

Assist with user onboarding and offboarding activities, including account provisioning and equipment deployment.

Escalate complex issues to senior IT staff or specialized support teams as needed.

Participate in system upgrades, patch management, hardware refreshes, and technology deployments.

Maintain technical documentation, procedures, and knowledge base articles.

Ensure compliance with bank security policies, regulatory requirements, and IT best practices.

Required Qualifications

Associate's degree in Information Technology or related field, or equivalent work experience.

2+ years of IT Service Desk, Help Desk, or Desktop Support experience.

Hands-on experience supporting Windows 10/11 environments.

Strong experience with Active Directory administration and user account management.

Experience supporting Microsoft 365 applications and services.

Familiarity with remote support tools, ticketing systems, and basic networking concepts.

Strong troubleshooting, customer service, and communication skills.

Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience supporting users in a banking, financial services, or other highly regulated environment.

Experience with Microsoft Entra ID (Azure AD), Group Policy, and endpoint management tools.

CompTIA A+, Network+, or Microsoft certifications.

Knowledge of cybersecurity and access management best practices.

Key Competencies

Customer service orientation

Technical troubleshooting and problem-solving

Effective verbal and written communication

Attention to detail

Time management and organization

Ability to work independently and collaboratively

This position is fully onsite and provides remote support for branch locations, ensuring reliable and secure technology services throughout the bank's network.

Additional Skills & Qualifications