Division Technology Department IT-Service Mgmt & Ops
Reports to: AVP Service & Delivery Support Manager
Status: Exempt Grade: 9 Salary Range: $48,320 - $90,500 Salary range updated 2026. Actual compensation within the pay range will be determined based on factors including but not limited to skills, prior relevant experience, and specific work location.
Location: Yorktown Heights, NY - 2651 Strang Blvd
Purpose Objective Possesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches logs and tracks trouble tickets, generates reports, and assists all IT staff on other related issues as needed.
Key Accountabilities
• Ability to recognize, analyze, and troubleshoot end-user problems. • Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. • Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. • Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware and software. • Prepares various reports for management and auditing purposes. • Processes IT access level request forms. • 70Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow-up with clients to ensure the issue on the ticket has been successfully resolved. • Prepares and maintains Support Desk documentation and procedures. • 15Configures and manages PC and Laptop imaging and software distribution packages. • Manages inventory levels ensuring adequate stock levels. • Provides instruction and guidance to other technicians as needed. • Creates and maintains accurate knowledge base articles for Desktop Support Technicians. • Assist with ticket system queue management and assignments. • 15Ensures compliance with all banking laws, rules, regulations, and prescribed policies, practices, procedures necessary to reduce risk and uphold ethical standards related to and required by ones duties. • Up to 25 travel may be required.
Education Computer Science Bachelors Degree or equivalent experience
Experience 2 years computer-related work experience in multiple platforms including Network, Internet, and Telecommunications
Skills & Knowledge
• Solid understanding of Desktop Service Desk technologies • Basic understanding of Networking • Proven ability in diagnosis and resolution of technical problems • Excellent written and verbal customer services skills required • Ability to work well in a team environment • Ability to work flexible hours
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