IT Desktop Support Specialist

Job Description Summary

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications.

Job Description

Summary of the Position:

The IT Desktop Support Specialist is a hands-on role responsible for maintaining and supporting the Banks end user hardware systems, such as laptops, iPhones, tablets, printers, etc. The incumbent must be able to work in a team environment with our Infrastructure & IT Support Desk staff, as well as vendors, and be proactive in identifying issues, troubleshooting problems, and providing professional IT assistance to Bank employees. This position will split time between Desktop Support (80%) the IT Support Desk (20%) and will serve as a point of escalation for the IT Support Desk. This is a highly diversified role and requires the candidate to be able to multitask daily.

Primary Functions of the Position:

• Administers users and groups utilizing Windows Active Directory

·  Builds / deploys hardware and configures new system access for new and existing employees

·    Manages the system lifecycle of all laptops in the environment which includes system replacement for laptops at the end of their support life, patching of vulnerable software, and inventorying of those assets.

·    Installs and configures new hardware, software, peripherals, services, and settings in a Windows Server 2016 R2/Windows Server 2019 environment

·    Monitors systems to verify the integrity and availability of all hardware, server resources, and key processes that support the day-to-day production of the bank

·    Monitors systems daily and responds immediately to all system issues and/or outages

·    Provides technical support for both hardware and software issues that users may encounter

• Serves as a liaison between our IT Infrastructure team and the Bank’s ISO/ISE

Education and Experience Requirements:

• Bachelor’s Degree in Computer Science or Information Technology, or equivalent combination of education and work experience.
• 1-2 years of experience in System Administration and/or 3-5 years in a Helpdesk Administrator role
• Experience administering Microsoft Windows Server, Microsoft Office 365, Active Directory, WSUS, Bitlocker, and Sophos Anti-Virus
• Experience administering a machine image using Microsoft Deployment Toolkit and Windows Deployment Services
• Experience working in a ticketing system / inventory management system
• Experience in banking and/or financial services would be highly beneficial

Essential Skills and Abilities:

• Understands of Active Directory principals, management, and group policy
• Familiarity with a Cisco VOIP / softphone phone system
• Familiarity with print server administration
• Familiarity with mobile device management (MDM) platforms for iOS devices

·    Demonstrates excellent critical thinking and problem-solving abilities; superb written, verbal, and presentation skills

• Familiarity with Polycom video conference units
• Ability to respond, when needed, 24/7 if system issues arise

Education

Associate's: Computer and Information Science, Associate's: Computer Systems Analysis

Work Experience

General Experience - 4 to 6 months

Certifications

Travel

Workstyle

Resident

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. 
We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.