Modern Workforce Technology Engineer II
Core
Provides modern desktop support and end-user technology services, acting as the initial point of contact and second-level support for hardware, software, telephony, and workplace technology issues.
Role type
Senior IC IT Service Desk Engineer (End-User Support)
Builds
End-user computing environments, support processes, and documentation for internal clients.
Domain
Financial Services / IT Operations
Deliverable
Dashboards & analysis (via ITSM tools) | client delivery (support)
Required skills
Troubleshooting technical issues, ITSM platform usage (ServiceNow), Active Directory, Office 365, hardware repair, software deployment, access provisioning, inventory management, documentation creation, cross-training teams, prioritization, remote and on-site support.
Preferred skills
Hardware or manufacturer certifications, Apple operating systems knowledge, Mobile Device Management experience, AI-enabled tools usage (Copilot, ChatGPT, Claude).
Technologies
ServiceNow, Active Directory, Office 365, Microsoft Copilot, ChatGPT, Claude, Apple OS.
Responsibilities
Respond to and resolve end-user requests via phone, chat, email, and web portal; deploy and troubleshoot hardware/software; manage new hire and termination services; maintain technology inventory; perform minor hardware repairs; assist with network setup and video conference events; develop documentation and cross-train teams.
Seniority
Mid-level, hands-on IC