Technical Analyst, Banking/FI – IT End-User Support

Procom; New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Basic Life/AD&D insurance

Short- and Long-Term Disability

Employee Assistance Program (EAP)

Medical and dental coverage; 401(k)

Paid leave per legislative requirement

Job summary

Procom is seeking a Technical Analyst, Banking/FI – IT End-User Support for a 6-month, onsite role at our client’s New York office.

The role provides end-user support for Windows, Mac, Office 365, VPN, and AV conferencing, with a focus on boosting onboarding and service delivery.

Responsibilities include incident resolution, onboarding staff, supporting front-office trading and back-office ops, and handling ServiceNow tickets.

Qualifications

• 3+ years of IT end-user support in a financial institution.
• Working knowledge of DNS, internet infrastructure, and IP information tools.
• Proficient with Windows, Mac, MS Office 365 and hardware devices; strong troubleshooting.
• Experience with ServiceNow and IT support processes.

Responsibilities

• Provide end-user IT support by phone, email, tickets, or walk-up requests.
• Resolve the majority of issues on first contact and escalate as needed.
• Onboard new staff and manage cyber vulnerabilities.
• Support front-office trading and back-office operations within a large bank.
• Manage tickets in ServiceNow and perform root-cause analysis.
• Escalate large-scale issues to senior management and coordinate with resolver teams.

Skills

End-user support

DNS / IP concepts

MS O365 Suite

Hardware support

Communication skills

Tools

ServiceNow

Windows OS

Mac OS

Job description

Technical Analyst, Banking/FI – IT End-User Support:On behalf of our Banking/Financial Institution client, Procom is searching for a Technical Analyst, Banking/FI – IT End-User Support for a 6-month role. This position is an onsite position at our client’s New York office.Description:This role involves providing comprehensive end-user support for a range of IT services, including MS Windows, Mac, Office 365, remote access/VPN, and AV conferencing. The project focuses on enhancing the tech support and onboarding team to manage increased workloads and improve IT technical support delivery in the US.Responsibilities:• Provide technical support for end-user issues via telephone, email, ticket assignment, or walk-up requests• Resolve 80% of technical support issues on the first call and assign to proper resolver teams if needed• Onboard new staff and manage cyber vulnerabilities• Support front-office trading and sales functions in a large international bank• Support back-office operations and corporate functions• Support Investment Banking, Compliance, and other private-side businesses within the bank• Demonstrate subject matter expertise in Windows, mobile technologies, desktop, and standard applications• Manage trouble tickets in Service Now and perform root cause analysis• Perform hands-on fixes at the desktop level, including installing and upgrading software• Escalate large-scale issues to senior management and liaise with appropriate resolver/application teams for second-level supportMandatory Skills:• 3+ years’ experience performing IT end-user support at a financial institution• Working knowledge of DNS, internet infrastructure, and IP informational tools• Technical support expert familiar with common computer hardware and productivity software applications• Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers)• Proficiency with MS O365 Suite• Excellent communication skills, ability to be articulate and speak clearly on the phoneNice-to-Have Skills:• Previous experience with ServiceNowAssignment Length:This is a 6-month contract with the possibility of extension.Start Date:ASAPAssignment Location:New York, New York, United States – Onsite 5 days a week.This posting is for an existing vacancy.Procom provides Basic Life/AD&D insurance, Short- and Long-Term Disability, and EAP at no cost to eligible employees after a waiting period. Medical and dental coverage (employee premium contributions), a non-matching 401(k) plan, and additional voluntary coverage are also available. This role includes legislatively required paid leave; no bonus, commission, or equity compensation applies.