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    Desktop Support Specialist - Pittsburgh, United States - American Trust & Savings Bank

    American Trust & Savings Bank
    American Trust & Savings Bank Pittsburgh, United States

    2 weeks ago

    Default job background
    Description
    Desktop Support Specialist (PA, Pittsburgh)

    February 20, 2024

    Job Summary:


    The Desktop Support Specialist is a hands-on technical role, responsible for working with a team supporting, implementing and maintaining the organization's IT infrastructure and applications.

    This is a hybrid position in Pittsburgh, PA, working 3 days per week in office.

    Duties/Responsibilities:
    Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
    Perform remote troubleshooting through diagnostic techniques and pertinent questions
    Direct unresolved issues to the next level of support personnel
    Follow up with clients to ensure their systems are functional
    Help create technical documentation and manuals

    IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.

    Implement and support users according to regulatory compliance, policies and procedures.
    Respond to alerts from various monitoring applications providing a layered network security
    Support peers on other projects and tasks while balancing regular duties
    Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
    Implement and support existing and new applications and technologies entering the infrastructure
    Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc...)
    Support third party vendor applications – installation, user setup and user support.

    Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.

    Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
    Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
    Additional duties may be assigned such as planning, equipment staging, etc. as change occurs

    Required Skills/Abilities:
    Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
    3-5 years of related work experience in desktop support
    Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
    Hands-on experience with Windows/Mac OS environments
    Working knowledge of office automation products and computer peripherals, like printers and scanners
    Knowledge of network security practices and anti-virus programs
    Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
    Ability to perform remote troubleshooting and provide clear instructions
    Excellent problem-solving and multitasking skills
    Customer-oriented attitude

    Prior experience using the below preferred:
    Service Now Ticketing System
    VDI VMware
    Manage Endpoint Central – Remote system, Computer patching,
    PC Imaging
    Knowledge base Documentation
    Computer Inventory
    Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
    Cisco AnyConnect VPN
    Phone systems – Ring Central and FSN
    Misc application management and support
    The AmericanTCS 401(k) composite benchmark delivered a 10.00% return in the fourth...
    In the third quarter of 2023, the AmericanTCS 401(k) benchmark returned -3.26%. The...
    The AmericanTCS 401(k) Composite Benchmark returned 4.66% in the second quarter of 2023.

    Following a challenging market in 2022 that delivered a decline of -16.70% to the 401(k) benchmark, 2023 has been a welcome change with a YTD return of 10.28%.

    The rebrand of Mid Atlantic Trust Company to American Trust Custody is part of the previously announced launch of AmericanTCS, which brings together all of the trust, custody, retirement, wealth, and technology operations of EdgeCo Holdings under a single umbrella.

    #J-18808-Ljbffr
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