Senior Desktop Support Specialist

- Provide senior-level first and second-tier support to resolve user issues, escalating tickets to appropriate IT personnel as necessary, while guiding junior support staff on troubleshooting techniques. - Offer advanced support and assistance for routine and complex issues related to telephone equipment, printers, bank email systems, general file access, and workstation software/hardware maintenance, including repairs, relocations, installations, deployments, and upgrades. - Manage Active Directory and endpoint administration for over 100 employees and devices across multiple locations, including user account setup, group provisioning, and access management. - Assist with user password resets, domain user management, and general oversight of various applications as directed by the VP, IT Manager. - Aid in the installation and support of general software applications (Microsoft 365, Adobe, Windows, etc.) and core banking software. - Provide support and resolve issues related to secure email solutions and web browser certificate installations. - Deploy new laptops and endpoints via imaging and onboarding processes, managing a network of over 200 endpoints. - Troubleshoot and rectify technical problems involving workstations, servers, and network connectivity. - Maintain and monitor the IT RMM system daily, including patch updates and ticketing process. - Review and rectify vulnerabilities using the banks vulnerability management software. - Offer basic support for the banks Wi-Fi network in the absence of the Network Administrator. - Assist with virtual machine setup and monitoring through the VM Hypervisor system. - Support core banking system operations and assist with troubleshooting in the absence of the relevant Systems Administrator. - Help with VPN administration, setup, and remote/on-site troubleshooting to maintain secure connections. - Track software and system upgrades, updating the IT Asset Inventory database as required. - Monitor the IT Ticketing system and job queue. - Order office supplies and IT components as necessary. - Create and manage documentation for IT systems and provide cross-training for other IT staff with the capacity to step in when necessary. - Complete the IT daily checklist in the absence of the Senior Systems Administrator, including servers, antivirus, updates, and system health checks. - Participate as a key contributor in bank-wide IT projects such as VoIP phone system transitions and Microsoft 365 migrations. - Lead device logistics, provisioning, and deployment across branch locations for significant IT initiatives. - Develop internal documentation and end-user guides for streamlining implementation processes. - Mentor and guide junior desktop support and helpdesk personnel to foster skill development and knowledge sharing. - Be available for on-call support rotation, including weekends, and travel to remote branches as needed to assist with unresolved issues or conduct IT-related tasks. - Undertake additional responsibilities as requested to support the team and organization.