Sr. Desktop Support Technician

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose:

Coordinates troubleshooting on complex technical issues and coordinates their resolutions. Acts as a Level 3 escalation resource.

Essential Functions:

• Identifies, researches and resolves level two and level three issues acting as a SME in some cases.
• Provides two factor token support
• Provides iPhone and MiFi support
• Participates in the technology portion of the employee/contractor onboard process.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Performs administration and maintenance of Active Directory users and groups. 
• Performs the installation and maintenance of workstation and printer infrastructure solutions in support of user environments.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems.  
• Troubleshoots End User Compute devices for external connectivity to the internet to corporate or production network.
• Partnering with other groups as necessary, research any new workstation software or hardware and possible impacts on EWS End User Experience and usefulness.
• Provides on-call after hour support for user issues.
• Communicates courteously and effectively with end users in problem resolution process.
• Creates documentation process and procedures for use by other IT organizations.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.
• The above job description is a summary of job responsibilities and is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform tasks and other duties as assigned by their supervisor.

Minimum Qualifications:

• This position requires a high school diploma or GED.
• Must have a minimum of 5 years of experience supporting customers as a desktop support technician/ level II technician or related IT experience.
• 2 years’ of experience performing first level troubleshooting of WAN/LAN, VPN connections, and desktops.
• Minimum 3 years’ experience with Microsoft Active Directory and user account administration.
• ITIL v4 Certification and Comp TIA Network Certifications are required.
• Advanced knowledge of Telephony infrastructure and administration is necessary.
• Advanced proficiency with Windows 10 Operating Systems, Microsoft Exchange Administration tools, Microsoft Office Suite applications, software installations.
• Advanced proficiency with Microsoft office, including skills with Word, Excel, PowerPoint and Outlook are necessary. Ability to prepare communications, reports, proposals and presentations using graphs, pivot tables, charts and other tools.
• Demonstrated experience with Telephony infrastructure and administration is necessary.
• Must demonstrate strong attention to detail.
• Ability to identify complex problems, review information to develop and evaluate options is essential.
• This position requires excellent verbal and written communication, interpersonal and customer service skills, including the ability to write in a clear and concise manner; present complex ideas clearly.
• Ability to build and maintain strong professional relationships is necessary.
• Proven ability to communicate across all levels of the organization is necessary; must be able to clearly articulate technical ideas to a non-technical audience both verbally and in writing.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work