Desktop Support Engineer

This is an in office role and will be located in the Santa Clara, CA office.

As a Desktop Support Engineer, you will be a member of the bank's Desktop Support team. This role is responsible for daily production support of the bank's end user computing environment. This individual will support an environment which is comprised of all supported PCs and peripherals used by our associates. This position will provide hands-on support for the local Santa Clara area corporate office. Additionally interact and support all FCB/SVB locations via remote assistance. The engineer will be responsible for installing, maintaining, troubleshooting, and performing the daily administration services to keep the Bank's computer systems running. Lastly this individual will take instruction from the IT Team Manager, Desktop Support and works with the team/s for any technical escalations.

• Act as an escalation point for the Service Desk team.

• Works from Incident/Request queues within ServiceNow for their day-to-day function, but may also be assigned small projects/tasks, as needed.
• Technical Support - Minimizes end user impacts throughout the installation and testing of software, patches, and upgrades to system products. Resolves problems and failures that occur in assigned products and technical facilities. Responsible for administration, communication, and documentation throughout technical support activities. Assists in implementing and maintaining processes related to daily backup, recovery, and data security.
• System Testing - Tests system to determine function, results, stability, performance, and resource consumption. Verifies the successful implementation of software, patches, and upgrades. Performs a variety of planning and technical activities to ensure resource availability.
• System Enhancement - Works to continuously monitor and improve systems, processes, and related technical infrastructure. Improves technical effectiveness through basic utilities or software scripting languages.
• Technical Proficiency - Maintains a strong knowledge base through ongoing research and education. Ensures consistency is maintained across supported systems. Communicates effective and clear technical information to associates, vendor support personnel, and internal clients.

Associate degree and a minimum of 2 years work experience in a desktop support or service desk role in an enterprise environment

-Or-

High school diploma or GED and a minimum of 4 years work experience in a desktop support or service desk role in an enterprise environment

• High level of customer service skills is required for this position
• Must be able to support all levels of employees within the bank, including Executive Leadership team members.
• Proven experience supporting Microsoft Windows 10, MECM(SCCM), MS Office Suite (O365), email, network infrastructure, VOIP, and troubleshooting in depth hardware/software skills.
• Support experience should include installation, setup, configuration and troubleshooting with emphasis on the corporate End User Computing environment.
• Working knowledge of batch files, Visual Basic Script, WMI and PowerShell scripts.
• An understanding of Active Directory users, groups, and group policies.
• An understanding of data flow and network interfaces and protocols such as Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Local Disk Encryption, and Local Firewalls.
• Strong technical abilities, quick study of new technology via on the job training, the intellect to resolve complex problems logically and methodically, and good judgment to involve and communicate with vendors, senior level technicians, and management.
• Ability to be on call 24 x 7 x 365 on a rotational basis.
• Ability to lift PC/Printer related equipment on a regular basis in support of moves and day to day equipment handling.
• Excellent verbal and written communication skills.
• Ability to travel as needed, approximately 5-10%, by car.

Additional Preferred skills/experience

• Banking/financial services industry experience.
• Executive support experience.
• Apple MacOS support.
• Certifications such as A+, Network+, MCP, MCSE, MCSA.

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

If hired in Santa Clara, CA, the base pay for this position is generally between $85,425 and $113,900. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

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