Desktop Support Technician

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.
  • 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.
• 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.
  • Solicit 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.
• 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.
  • Potential 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.