Desktop Support Analyst

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Job Description # Desktop Support Analyst
* Installation, Troubleshooting and Support for Operating System windows 7/10 /11, MAC OS), MS Office 365 suite, One Drive, MS teams, and other Investment & Corporate Banking / Trading applications.
* Imaging/Re-imaging of corporate and BYOD end user systems (Laptops / Desktop/ Thin Client devices) utilizing SCCM platform based on Service Now approved tickets
* Provide excellent technical and troubleshooting support on Mobility devices such as: (Android/iOS/iPhone/iPads), Mobile Device & application Management to BMO Capital Markets executives and users.
* Provide MFD’s Support for the Imaging devices (print/scan/copy/fax) at the site.
* Internal Move / Add /Change support including large scale/bulk office moves/re-stacking activities, etc. (all moves).
* Well versed in providing White Glove VIP/ Concierge Services, Home / Remote support to ALL BMO CM (Capital Markets) end user community.
* Multi
- Tasking attitude and capabilities is a must for this position.
* Provide IT orientation and training to ALL new CM employees on existing Desktop/ Laptops systems and software.
* Ability to coordinate CM End users’ issues with various Level 3 Server / Network support groups and project teams for service delivery enhancements, maintenance and upgrades.
* Provide Smart Hands and Eyes Support - for servers, network and security devices in remote site locations, as per BMO policies and procedures and when requested by IT management
* Provide accurate and timely logging of customer incidents/ services requests in Service Now to meet agreed upon service level agreements (SLA).
* Supporting ALL End User Device Lifecycle Management activities as per BMO Capital Markets policies and procedures.
* Participate in maintain appropriate IT equipment Inventory and sparing requirements.
* Maintain Asset Management tools that support automatic discovery (such as SCCM), facilitate effective device deployment, re-use of assets, and provide a common view of user’s information
* Provide “value added” end user consultation for short “how to questions”.
* Perform end-user related Audit / Compliance / Security controls such as:
Access reviews, risk assessments, controls verifications, Asset Management facility inspections, maintenance of verification logs on need basis.
* Perform break-fix support for Laptop, desktop, tablets and associated hardware peripherals with 3rd party vendors for warranty repair/replacement.
* Provide On-call support if required outside business hours on a rotational basis
* Provide IT end user support for disaster recovery and emergency response activities in the event of emergency situations at local site
* Provide basic AV and conference room and meeting setup service during business hours and as requested.
* Follow standard ITIL best practices for Tickets. Service Requests and Change /records and device management.
* Ability to provide a first line support for business / market data applications such as:
Bloomberg, Fact Set, etc. and escalate to application teams for more complex issues.
* Ability to participate in supporting and answering calls on AWS connect & IPC voice support is important.
* 5 + years working knowledge of Microsoft Windows operating systems, Active Directory, group policies
* 5 + years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN troubleshooting network issues.
* 5- 10 years of IT End User Trade Floor experience in a leading financial firm in high paced environment.
* Mobile Device Management Platform (Intune, Air Watch, Mobile Iron, etc.) experience is a plus.
* Technical certifications such as: ITIL Certification, CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP)
* Experience supporting market data applications such as:
Bloomberg, Fact Set, Reuters, etc.
* Understanding to troubleshoot hardware related issues – Dell/ HP Desktops / Laptops, surface book or surface studios, Apple devices, non-apple devices.
* Excellent Verbal and Writing Skills are a must.
* Working experience in a Managed Services Provider is a plus
* BS/BA in Computer Science, Information Technology, or an equivalent hands-on experience.
* Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click
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