Service Desk Engineer

About the Role

We are looking for a Service Desk Analyst who is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

Key Responsibilities:

• Administer and provide user account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals.
• Install, configure, and update banking-approved software.
• Follow all internal controls and policies.
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats.
• Maintain a strong focus on data privacy and cybersecurity best practices.
• Document solutions and create user guides and knowledge base articles.
• Install desktop applications and software.
• Use the Incident Management System to document and manage problems, work requests, and resolutions.
• Respond to telephone calls, email, instant messages, and create tickets; assign work orders and incidents to appropriate support teams and follow up until closure.
• Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; provide Level 1 remote desktop support and perform other activities based on SOPs.
• Route problems to internal 2nd level IT support staff.

Experience:

• Phone or customer support experience is mandatory, with excellent communication skills.
• Windows technical service desk experience is necessary.
• Knowledge of Windows 11 and basics of Windows Server.
• Basic knowledge of Windows, AD, VMware, Exchange, MECM, SCOM, etc.
• ITSM ticketing tools such as Ivanti, ServiceNow, etc.

Preferred Qualifications:

• Bachelor's or associate degree in IT, Computer Science, or a related field (preferred).
• Must have experience in an IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and above average knowledge of Windows OS and Microsoft 365, Active Directory / Azure AD, VPN and MFA, and the ITIL framework.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work in a fast-paced, highly regulated environment.

Benefits:

• Flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits.

Equal Opportunity:

Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis protected by federal, state, or local law. All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.