Service Desk Analyst (L2/L3) - ITTConnect : Job Details

ITTConnect is seeking a IT Service Desk L2/L3 Analyst for a direct-hire, full-time position with a large financial institution. The position is hybrid: 3 days onsite per week in Midtown Manhattan.

$95,000.00/yr - $105,000.00/yr

Annual Bonus

• Service Desk Support (60%): supervise 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 escalation point for complex/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.
• 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.

• 10+ 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
• Bachelors degree in Information Technology or related field

• Mid-Senior level

• Full-time

• Information Technology
• Industries: IT Services and IT Consulting, Financial Services, and Banking

Note: This description keeps the core responsibilities and qualifications from the original posting while removing unrelated boilerplate and ensuring proper HTML structure.