Senior Desktop Support Technician - Level 2

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we're 160,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world's most trusted financial group, it's part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a hybrid position. The selected colleague will work at an MUFG office or client sites up to four days per week and work remotely the remaining day(s). A member of our Talent Acquisition team will provide more details.

Job Summary

Provide dedicated Senior Leadership, Executive and Board member support . Job scope includes work on helpdesk tickets, PC builds and deployments, desktop troubleshooting, hardware and application installs, printer maintenance, Intune and iOS configurations and remote user support.

Major Responsibilities

General Level II Support

• Provide User provisioning/de-provisioning for HW/SW in accordance with MUBK's IT asset management procedures.
• Provide technical support for remotely connected users through VPN.
• Build, test, and deploy workstations in adherence to MUBK's established policies and guidelines.
• Communicate to MUBK's supervision of any issues that need management attention and problems that impact large numbers of clients.
• Provide "white glove" services support for premier/executive level employees to ensure continuity of services and prompt addressing of issues. Follow-up to ensure all needs are addressed.
• Track hardware/software assets and ensure documented IT asset management policies are followed.
• Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes.
• Provide support for End User Computing Move/Add/Changes in adherence with MUBK's guidelines.
• Document new problems and incidents utilizing MUB's ServiceNow ticketing system. Monitor ServiceNow ticket queue, respond promptly to incidents and problems and follow through to resolution.
• Provide technical support for branch office support via a combination of phone and "on-line connected session" to resolve incidents.

MS Office 365 Support

• Install, configure, and deploy MS Office 365 applications to support user requirements and workflows.
• Provide MS Office 365 support services for end-user computing hardware and software by receiving and responding to incidents and requests submitted by end users via telephone call or voicemail, email or ServiceNow.
• Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions.
• Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for supported systems and services.

Qualifications

• 3+ year of support experience with MS Office 365 in the Financial Services and Banking industry
• Experience in project scheduling, maintenance, status reporting, issue resolution & tracking, creation/maintenance of budgets/resources
• Ability to communicate effectively - technical and/or professional writing skills, presentation skills, verbal
• Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement.
• Identify key stakeholders and help define the project objectives. Work across the organization to execute the project. Keep all stakeholders informed of status and issues
• Must have strong interpersonal, organizational and leadership skills
• Strong understanding of network infrastructures - Routers, Switches, Firewalls, TCP/IP and LAN technologies
• An ability to understand business problems and solve with technical solutions.

Bachelor's degree in computer science, or related field or equivalent work experience

The typical base pay range for this role is between $120K - $180K depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.

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