Desktop Support Technician, Level 2

Job Summary

The selected colleague will work at an MUFG office or client sites four days per week and remotely one day.

• Handle helpdesk tickets, PC builds and deployments, desktop troubleshooting, hardware and application installs, printer maintenance, Intune and iOS configurations, and remote user support.
• Provide technical support for remotely connected users through VPN.
• Track hardware/software assets and ensure documented IT asset management policies are followed.
• Build, test, and deploy workstations in adherence to established policies and guidelines.
• Document new problems and incidents using the ServiceNow ticketing system. Monitor the ServiceNow ticket queue, respond promptly to incidents and problems, and follow through to resolution.
• Escalate issues to supervision when management attention is required, including problems impacting large numbers of clients.
• Provide technical support for branch office support using a combination of phone and “online connected sessions” to resolve incidents.
• Support End User Computing move/add/change activities in adherence with established guidelines.
• Follow up with the service team for root-cause analysis (problem management) to support continuous improvement of service delivery processes.
• Provide “white glove” services support for premier/executive-level employees to ensure continuity of services and prompt addressing of issues; follow up to ensure all needs are addressed.
• Provide user provisioning and de-provisioning for hardware/software in accordance with IT asset management procedures.

MS Office 365 Support

• Provide MS Office 365 support for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone or voicemail, email, or ServiceNow.
• Provide response, troubleshooting, resolution, and tracking of MS Office 365 user requests for supported systems and services.
• Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions.
• Install, configure, and deploy MS Office 365 applications to support user requirements and workflows.

Requirements

• Minimum of 1–3 years of support experience with MS Office 365 in the financial services and banking industry.
• Strong understanding of network infrastructures, including routers, switches, firewalls, TCP/IP, and LAN technologies.
• Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement.
• Ability to understand business problems and solve them with technical solutions.
• Ability to communicate effectively, including technical and professional writing skills, presentation skills, and verbal communication.
• Identify key stakeholders, help define project objectives, work across the organization to execute the project, and keep stakeholders informed of status and issues.
• Experience with project scheduling, maintenance, status reporting, issue resolution and tracking, and creation/maintenance of budgets/resources.
• Strong interpersonal, organizational, and leadership skills.

Education

Bachelor’s degree in Computer Science or a closely related discipline, or an equivalent combination of formal education and experience.

Work Arrangement

Hybrid work schedule: four days on-site and one day per week remote.

Compensation

• New York / New Jersey: $94k - $158k

Depending on job-related knowledge, skills, experience, and location, this role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Our Total Rewards program provides colleagues with a competitive benefits package, including comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays.

MUFG Benefits Summary