Job Description

Position Summary

The Service Desk Engineer will primarily be responsible for the day-to-day support needs for the user base at Triumph Financial. The successful candidate will have 3 years of progressive experience supporting new user onboarding processes, Windows 2012R2/2016 systems with multiple types of servers and services including Active Directory, Office 365, Exchange 2016, SQL Server, and voice services. The Service Desk Engineer should be quick to grasp concepts, thorough in exploring the depths of an issue and persistent in understanding root cause of issues.  This role requires strong interpersonal skills due to continual interaction with managers and users with varying technical backgrounds in a fast-paced work environment.

Essential Duties & Responsibilities

  • Provides level 1 and level 2 technical support to internal customers for all end user computing technologies to include VDI and all packaged applications

  • Configure, install, and troubleshoot hardware including laptops, thin clients, monitors, and telephones

  • Familiarity with cloud-based application architectures and methods used to support them

  • Responsible for participating in IT change management and asset management processes

  • Implements and supports a broad range of installation, patching, configuration, and updates to Windows operating systems

  • Responsible for moves, adds and changes for users’ Active Directory, email, Office 365 accounts and voice services

  • Responsible for basic network troubleshooting at Layer 1, Layer 2 and Layer 3 of the OSI model

  • Maintains documented procedures for Windows Infrastructure and operations

  • Collaborates with team members and software vendors to design, implement, and test systems 

  • Requires occasionally working during non-business hours and on weekends

  • Participate in on call rotation

  • Accountability on the use of services, handling of sensitive data, and resolving incidents and requests in compliance with SOX, SOC and FDIC requirements

  • Creating and updating systems documentation, performing systems assessments and reporting results

  • Contributes to research and evaluation and build out of new enterprise technologies

  • Stays current with advances in technologies

Experience & Education

The successful candidate will possess business operations experience and skills, leadership expertise, analytical and critical thinking skills, and attention to detail.  Additionally, the ideal candidate should possess the following:

  • Technical certification in Microsoft, Cisco, VMware, or cloud services highly desirable

  • Minimum of two years’ experience in an IT support role with strong troubleshooting skills

  • Experience with supporting Windows 10 within the last 2 years

  • Understanding of network switching and routing

  • Experience with administering modern Windows Server technologies within the last 2 years

  • Experience with supporting VMware ESXi within the last 2 years.

  • Experience with supporting VMWare Horizon View VDI technology

  • Experience administering and maintaining Office 365 in a hybrid environment

  • Experience with administering Linux server operating systems

  • Understanding of virtualization concepts including ESXI, AWS EC2, or similar

Skills & Abilities Required

  • Knowledge and understanding of IT concepts, best practices, and procedures

  • Self-motivated with the ability to work individually or in a team

  • Basic understanding of TCP/IP networking - switches, routers, and firewall.

  • Ability to leverage tools to perform day-to-day administration tasks, root-cause analysis, and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring)

  • Ability to multitask and manages work effectively by prioritizing own assignments, schedules, and meetings resulting in timely completion of work.

  • High degree of personal integrity.

  • The applicant should be eager to learn and obtain technical certification.

  • Must be able to receive and follow instructions given by management.

  • Must have the ability develop solutions to unique problems.

Work Environment

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be physically capable to stoop, bend, lift up to 20 lbs to place technology supplies and computers and related equipment onto racks, desks, counters and into cabinets and onto storage shelves, etc.

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

  • Ability to work in a confined area.

  • Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

  • While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

  • Specific vision abilities are required by this job due to computer work.

  • Regular, predictable attendance is required.

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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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