919 - Field Services Analyst I

What you'll do as a Field Services Analyst I:

• Onboarding/Moves/Projects: Image computers for all incoming new hires.
• Will work directly with hiring managers to obtain start dates and software installations.
• Organize and prioritize all individual and project moves.
• Assist with new floor/PBO buildouts.
• Participation will require working offsite, overtime, and weekends as needed.

Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, troubleshoot bank software support, for standard operating systems & productivity tools. May require working at remote sites and overtime. In addition, ability to support mobile devices and VPN troubleshooting for laptops.

Communication: Provide prompt, clear and ongoing communication with end users and peers to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service.

Documentation & Reporting: Actively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email. You will be responsible for accurately tracking hardware assets via Service Now.
After Hours/Weekend Support: You will be part of an After Hours/Weekend Support call rotation.


Additional Duties

• Extension of Information Service Teams
• Hands on support for Network, Server, Field Engineering, PBO Technology and Voice and Video Teams (VVS)
• Participate in projects, outages, and incidents pertaining to the above groups
• All sites will participate with additional duties
• Additional duties will be more prevalent in the following locations where only EUS exists (Boston, Florida, Century City, Northwest and South Coastal)
• Basic Network troubleshooting: Validate network connectivity, fluking ports, and wireless testing.
• Basic Server troubleshooting: Validate file share issues and slowness.
• Basic Field Engineering troubleshooting: Hardware replacement and support in remote IDF closets, eyes, and ears onsite during outages.
• Basic PBO Technology troubleshooting: Digital signage, Glory Cash machines and Pitney Bowes postage meter.
• Basic VVS troubleshooting of phones, headsets, cable TV, and video conference units.
• Day 1 support post projects for all above teams.

• You could be a great fit if you have:
• Ability to take initiative and work independently, as well as part of a TEAM. We succeed as a TEAM.
• EXCELLENT customer service skills.
• Ability to complete tasks and meet deadlines fast-paced, high stress environment.
• Knowledge of networking principles, practice, and technologies (TCP/IP protocol suite).
• Working knowledge of MS Office (strong Outlook and Excel a plus) and other MS tools (Teams, SharePoint, OneNote, OneDrive).
• Experience in supporting mobile devices using Intune Outlook Mobile and VPN troubleshooting for laptops.
• Working knowledge of hardware/software troubleshooting. Familiar with document processes and procedures.
• A+ Certification a plus. Working Knowledge with Citrix product, Active Directory, SCCM, VMware.
• Knowledge of supporting Mac OS/ Jamf and trading applications such as Bloomberg a plus.
• Knowledge and basic troubleshooting for audio visual equipment and conference room equipment.

• Must be able to review and analyze data reports and manuals; must be computer proficient.
• Must be able to communicate effectively via telephone and in person.