ITTConnect
Job Description
ITTConnect is seeking an
IT Service Desk L2/L3 Analyst
for a direct-hire full time position with a large financial institution.
Position is hybrid: 3x a week onsite
Job location: Midtown Manhattan
This role is a combination of hands-on IT system administration and IT Service Desk L2/L3/Team leader, to ensure prompt resolution of incidents, adherence to service-level agreements (SLAs), and support of critical financial systems and end user computing while maintaining compliance and security standards.
Key Responsibilities:
System Administration (40%):
Administer, monitor, and maintain servers (Windows/Linux), networks, and cloud systems (e.g., AWS, Azure, Microsoft 365) Manage Active Directory, Group Policy, DNS, DHCP, e-mail, M365, phone system, file servers, and other core services Maintain system security by implementing patches, updates, and backups Monitor system performance and troubleshoot issues and incidents to ensure high availability and reliability Assist with IT infrastructure projects including upgrades, migrations, and new deployments Maintain documentation of system configurations, procedures, and network diagrams Project management Management of local server room Service Desk Support (60%):
Supervise the day-to-day operations of the IT service desk to ensure efficient handling of support requests Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems Train and coach team members on compliance, security protocols, and customer service best practices Monitor KPIs and SLAs, generate reports, and provide recommendations for continuous improvement Act as the escalation point for complex or high-priority incidents, including those affecting financial transactions, trading platforms, or compliance systems Collaborate with system administrators, security, and application teams to ensure seamless support Assist in compliance audits by maintaining records and contributing to access control reviews and incident documentation Maintain and monitor virtual desktop environment including core financial applications Perform regular backups and support disaster recovery and business continuity planning Provide technical support for financial applications and trading systems Requirements
12+ years of experience in IT Infrastructure / Service Desk 5+ years of experience in system administration and IT support roles Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange Experience with cloud platforms such as Azure, or AWS Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls) Experience with ticketing systems (e.g., Jira, ServiceNow) Scripting experience (PowerShell, Bash) Experience with virtualization platforms (VMware, Hyper-V) Experience with virtual desktop infrastructure (VDI - e.g. Citrix) Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices Understanding of data privacy, regulatory requirements, and cybersecurity in finance May require after-hours or weekend work during system upgrades, maintenance or emergencies On-call responsibility for critical infrastructure issues Desirable experience working with banks / financial services Bachelor's degree in Information Technology or related field
IT Service Desk L2/L3 Analyst
for a direct-hire full time position with a large financial institution.
Position is hybrid: 3x a week onsite
Job location: Midtown Manhattan
This role is a combination of hands-on IT system administration and IT Service Desk L2/L3/Team leader, to ensure prompt resolution of incidents, adherence to service-level agreements (SLAs), and support of critical financial systems and end user computing while maintaining compliance and security standards.
Key Responsibilities:
System Administration (40%):
Administer, monitor, and maintain servers (Windows/Linux), networks, and cloud systems (e.g., AWS, Azure, Microsoft 365) Manage Active Directory, Group Policy, DNS, DHCP, e-mail, M365, phone system, file servers, and other core services Maintain system security by implementing patches, updates, and backups Monitor system performance and troubleshoot issues and incidents to ensure high availability and reliability Assist with IT infrastructure projects including upgrades, migrations, and new deployments Maintain documentation of system configurations, procedures, and network diagrams Project management Management of local server room Service Desk Support (60%):
Supervise the day-to-day operations of the IT service desk to ensure efficient handling of support requests Ensure consistent documentation, classification, and resolution of tickets, with prioritization of high-impact financial systems Train and coach team members on compliance, security protocols, and customer service best practices Monitor KPIs and SLAs, generate reports, and provide recommendations for continuous improvement Act as the escalation point for complex or high-priority incidents, including those affecting financial transactions, trading platforms, or compliance systems Collaborate with system administrators, security, and application teams to ensure seamless support Assist in compliance audits by maintaining records and contributing to access control reviews and incident documentation Maintain and monitor virtual desktop environment including core financial applications Perform regular backups and support disaster recovery and business continuity planning Provide technical support for financial applications and trading systems Requirements
12+ years of experience in IT Infrastructure / Service Desk 5+ years of experience in system administration and IT support roles Proficient with Windows OS, Microsoft 365, Active Directory, wi-fi and MS exchange Experience with cloud platforms such as Azure, or AWS Knowledge of networking concepts (TCP/IP, LAN/WAN, firewalls) Experience with ticketing systems (e.g., Jira, ServiceNow) Scripting experience (PowerShell, Bash) Experience with virtualization platforms (VMware, Hyper-V) Experience with virtual desktop infrastructure (VDI - e.g. Citrix) Strong knowledge of ITSM tools (e.g., Jira) and ITIL practices Understanding of data privacy, regulatory requirements, and cybersecurity in finance May require after-hours or weekend work during system upgrades, maintenance or emergencies On-call responsibility for critical infrastructure issues Desirable experience working with banks / financial services Bachelor's degree in Information Technology or related field