Senior Desktop Support Technician

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose:

The Executive Sr. Desktop Support Technician leads a high-touch, white-glove technology support function for senior executives and their Executive Assistants (EAs).

Coordinates troubleshooting on complex technical issues and coordinates their resolutions. Acts as a Level 3 escalation resource.

Essential Functions:

• Identifies, researches and resolves level two and level three issues acting as a SME in some cases.
• Provides two factor token support
• Provides iPhone and MiFi support
• Participates in the technology portion of the employee/contractor onboard process.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Performs administration and maintenance of Active Directory users and groups. 
• Performs the installation and maintenance of workstation and printer infrastructure solutions in support of user environments.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems.  
• Troubleshoots End User Compute devices for external connectivity to the internet to corporate or production network.
• Partnering with other groups as necessary, research any new workstation software or hardware and possible impacts on EWS End User Experience and usefulness.
• Provides on-call after hour support for user issues.
• Communicates courteously and effectively with end users in problem resolution process.
• Creates documentation process and procedures for use by other IT organizations.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.
• The above job description is a summary of job responsibilities and is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform tasks and other duties as assigned by their supervisor.

Minimum Qualifications:

• This position requires a high school diploma or GED.
• Must have a minimum of 5 years of experience supporting customers as a desktop support technician/ level II technician or related IT experience.
• 2 years’ of experience performing first level troubleshooting of WAN/LAN, VPN connections, and desktops.
• Minimum 3 years’ experience with Microsoft Active Directory and user account administration.
• ITIL v4 Certification and Comp TIA Network Certifications are required.
• Advanced knowledge of Telephony infrastructure and administration is necessary.
• Advanced proficiency with Windows 10 and 11 Operating Systems, Microsoft Exchange Administration tools, Microsoft Office Suite applications, software installations.
• Demonstrated experience supporting C-level executives and Board-level events.
• Strong troubleshooting skills across:
  • Windows and macOS
  • iOS and Android
  • Microsoft 365 and Microsoft Teams
  • Zoom and hybrid conferencing environments
  • Enterprise networking fundamentals
  • Conference room AV systems are a MUST
• Advanced proficiency with Microsoft office, including skills with Word, Excel, PowerPoint and Outlook are necessary. Ability to prepare communications, reports, proposals and presentations using graphs, pivot tables, charts and other tools.
• Demonstrated experience with Telephony infrastructure and administration is necessary.
• Must demonstrate strong attention to detail.
• Ability to identify complex problems, review information to develop and evaluate options is essential.
• This position requires excellent verbal and written communication, interpersonal and customer service skills, including the ability to write in a clear and concise manner; present complex ideas clearly.
• Ability to build and maintain strong professional relationships is necessary.
• Proven ability to communicate across all levels of the organization is necessary; must be able to clearly articulate technical ideas to a non-technical audience both verbally and in writing.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential.
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential.
• In addition, troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Must be US Citizen or US National only.
• Background and drug screen.

Physical Requirements

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work will require standing, walking, kneeling, bending and reaching to identify asset information on fixed hardware. Must be able to lift up to 50 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

The base pay scale for this position in:

New York, NY/ San Francisco, CA in USD per hour is: $38 - $47.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness 

•  Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page herefor the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. 

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.