Desktop Support Engineer

We are seeking a hands-on Desktop Support Engineer to provide end-user technical support across its office and branch environment and to help prepare the bank's workstations and peripherals for its upcoming core conversion to Jack Henry. This consultant will work closely with the bank's IT team to keep employees productive, resolve escalated issues, and ensure endpoints are configured, secure, and conversion-ready.

KEY RESPONSIBILITIES

• Provide Tier 2 desktop support for hardware, software, and peripheral issues, both onsite and remotely, and resolve escalated tickets in a timely manner.
• Image, deploy, configure, and refresh Windows laptops and desktops, including setup of user profiles, applications, and security settings.
• Support workstation and peripheral readiness for the Jack Henry core conversion, including client software installation, testing, and user support through cutover.
• Install and troubleshoot banking peripherals such as check scanners, receipt and document printers, signature pads, and multifunction devices.
• Support Microsoft 365, Outlook, Teams, and other business applications, along with basic Active Directory administration (account setup, password resets, group membership).
• Use endpoint management tools to deploy software and patches and maintain device compliance.
• Troubleshoot basic network connectivity, VPN, and printing issues, escalating to the network team as needed.
• Maintain asset inventory and document procedures, fixes, and knowledge base articles in the ticketing system.
• Adhere to the bank's change management, information security, and compliance standards.

REQUIRED QUALIFICATIONS

• 3 7 years of desktop support or end-user computing experience.
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
• Experience imaging, deploying, and configuring endpoints and peripherals.
• Experience with endpoint management tools (e.g., Intune, SCCM/MECM, or similar).
• Familiarity with ticketing systems and ITIL-based support processes.
• Ability to work onsite 3 days per week at either the New Canaan or Hamden, CT office.
• Strong customer service skills and clear communication with non-technical users.

PREFERRED QUALIFICATIONS

• Experience supporting a banking or financial services environment, including branch technology.
• Prior involvement in a core banking conversion, ideally Jack Henry.
• Familiarity with security and regulatory expectations for financial institutions.
• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop/Endpoint Administrator, or equivalent.