Desktop Support & Vulnerability Remediation Technician

Desktop Support & Vulnerability Remediation Technician

Hybrid/Scarsdale, NY

Pay Range: $80,000 - $95,000

The Desktop Support & Vulnerability Remediation Technician is responsible for collaborating with Apple Bank's Information Security and Server Infrastructure teams to remediate vulnerabilities and to apply patches. This process involves receiving tickets from Information Security, reviewing SLA's, organizing timelines, coordinating with end-users, verifying the accuracy of installations and closing vulnerability tickets. The successful candidate will partner with the infrastructure staff dedicated to the vulnerability remediation of servers and conducts semi-weekly meetings to plan processes and to discuss the opportunities for potential automation of said processes, in conjunction with the Server Infrastructure and Service Delivery Managers.

Additionally, the Technician performs the ongoing functions related to computer hardware/software installations, configuration, testing, monitoring, upgrades, support, and maintenance, as well as, troubleshooting network hardware and peripheral devices, including but not limited to, desktop PCs, laptops, printers/scanners, presentation equipment, software, Windows operating systems (OS), Microsoft Office and other products in order to deliver the required desktop service levels to end-users.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Administer and resolve issues associated with end-user workstations, network software products and/or technical issues related to network interruptions.
• Perform onsite analyses, diagnose, and resolve hardware and software problems for end-users.
• Recommend and implement corrective solutions, including onsite/offsite and technical assistance for remote users as needed.
• Respond to incoming calls, emails, tickets and/or work orders regarding incidents and/or requests.
• Act as the escalation point of contact for all computer and system related concerns from clients (internal & external) before escalating to other support teams.
• Attend meetings to discuss and analyze vulnerability tickets and remediations.
• Liaise with third-party support and PC equipment vendors when required.
• Install & configure end user software (e.g.MS Office, MS Outlook. Etc.).
• Install Local Area Network (LAN) client software & hardware.
• Update hardware/software asset data using Hardware Asset Management (HAM) database in ServiceNow upon installation or relocation of any PC equipment.
• Perform special ad hoc requests and related duties consistent with the scope and intent of the position.

SKILLS, EDUCATION AND EXPERIENCE

• Bachelor's Degree in Information Technology or A Comp TIA certification required.
• Minimum 3 years of experience in PC/printers support & maintenance.
• Experience in PC (Desktop / Laptop) troubleshooting and general IT Support in an Enterprise environment.
• Experience in supporting Window 10 client environment, MS Outlook, office 365.
• Analytical skills & customer oriented.
• Knowledge of Active Directory Users and Computers.
• Knowledge of remote access tools like RDP, DameWare and Team Viewer.
• Basic knowledge and ability to troubleshoot LAN and wireless networks.
• Knowledge of ServiceNow preferred.
• Excellent communication skills (verbal & written).
• Effective end-user communication

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full-time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.