Level 2 Desktop Support - AVP

Job description

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 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. The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details. Job Summary: General Level II Support: Provide technical support for remotely connected users through VPN. Track hardware/software assets and ensure documented IT asset management policies are followed. Build, test, and deploy workstations in adherence to MUB’s MUBK’s established policies and 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. Communicate to MUBK’s supervision of any issues that need management attention and problems that impact large numbers of clients. Provide technical support for branch office support via a combination of phone and “on-line connected session” to resolve incidents. Provide support for End User Computing Move/Add/Changes in adherence with MUBK’s guidelines. Follow up with service team for root-cause analysis (problem management) for continuous improvement of service delivery processes. 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. Provide User provisioning/de-provisioning for HW/SW in accordance with MUBK’s IT asset management procedures. MS Office 365 Support: 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. Provide response, troubleshooting, resolution and tracking of MS Office 365 user requests for supported systems and services. Collaborate with on-site staff to supplement the existing MS Office 365 knowledge base and document solutions. Install, configure and deploy MS Office 365 applications to support user requirements and Requirements: Minimum of 1-3 years of support experience with MS Office 365 in the Financial Services and Banking industry · Strong understanding of network infrastructures – Routers, Switches, Firewalls, TCP/IP and LAN technologies Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement · An ability to understand business problems and solve with technical solutions · Ability to communicate effectively - technical and/or professional writing skills, presentation skills, verbal · 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 · Experience in project scheduling, maintenance, status reporting, issue resolution & tracking, creation/maintenance of budgets/resources · Must have strong interpersonal, organizational and leadership skills Minimum Degrees & Certifications Desired: Bachelor of Science or Bachelor of Arts degree • Minimum Degree(s) and Certification(s) desired: Bachelor degree or equivalent work experience. The typical base pay range for this role is between $94K - $158K 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, paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below. MUFG Benefits Summary We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA). The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any. 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 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.