Service Desk Analyst (L2/L3)
hace 3 días
New York
Job DescriptionITTConnect is seeking an IT Service Desk L2/L3 Analyst for a direct-hire full time position with a large financial institution. Position is hybrid: 3x a week onsite Job location: Midtown Manhattan This role is a combination of hands-on IT system administration and IT Service Desk L2/L3/Team leader, to ensure prompt resolution of incidents, adherence to service-level agreements (SLAs), and support of critical financial systems and end user computing while maintaining compliance and security standards. Key Responsibilities: System Administration (40%): • Administer, monitor, and maintain servers (Windows/Linux), networks, and cloud systems (e.g., AWS, Azure, Microsoft 365), • Manage Active Directory, Group Policy, DNS, DHCP, e-mail, M365, phone system, file servers, and other core services, • Maintain system security by implementing patches, updates, and backups, • Monitor system performance and troubleshoot issues and incidents to ensure high availability and reliability, • Assist with IT infrastructure projects including upgrades, migrations, and new deployments, • Maintain documentation of system configurations, procedures, and network diagrams, • Project management, • Management of local server room Service Desk Support (60%): • Supervise the day-to-day operations of the IT service desk to ensure efficient handling of support requests, • Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems, • Train and coach team members on compliance, security protocols, and customer service best practices, • Monitor KPIs and SLAs, generate reports, and provide recommendations for continuous improvement, • Act as the escalation point for complex or high-priority incidents, including those affecting financial transactions, trading platforms, or compliance systems, • Collaborate with system administrators, security, and application teams to ensure seamless support, • Assist in compliance audits by maintaining records and contributing to access control reviews and incident documentation, • Maintain and monitor virtual desktop environment including core financial applications, • Perform regular backups and support disaster recovery and business continuity planning, • Provide technical support for financial applications and trading systems Requirements • 12+ years of experience in IT Infrastructure / Service Desk, • 5+ years of experience in system administration and IT support roles, • Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange, • Experience with cloud platforms such as Azure, or AWS, • Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls), • Experience with ticketing systems (e.g., Jira, ServiceNow), • Scripting experience (PowerShell, Bash), • Experience with virtualization platforms (VMware, Hyper-V), • Experience with virtual desktop infrastructure (VDI – e.g. Citrix), • Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices, • Understanding of data privacy, regulatory requirements, and cybersecurity in finance, • May require after-hours or weekend work during system upgrades, maintenance or emergencies, • On-call responsibility for critical infrastructure issues, • Desirable experience working with banks / financial services, • Bachelor’s degree in Information Technology or related field