Associate, Desktop Support

Overview

A Desktop Support Associate plays a crucial role in ensuring the smooth operation of Bank’s IT infrastructure and user level IT equipment. The role is also responsible to ensure smooth onboarding and offboarding of users and to support technology recovery and resilience planning. Primary Responsibilities are:

• Technical Support / User Assistance: Provide first-level support for hardware, software, and network issues.
• Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, printers, and mobile devices.
• Installation & Configuration: Set up new hardware and software, including operating systems and applications.
• Maintenance: Perform routine maintenance tasks like updates, vulnerability remediations and system checks.
• Documentation: Maintain records of issues, solutions, asset management and inventory.

Key Accountabilities

System Administrator Duties

• Ensure the network and server infrastructure is operational and protected against viruses; data is secure; check status of daily data backup; monitor storage space.
• Ensure all users’ workstations and laptops are operational and protected against viruses; perform troubleshooting and maintenance tasks; responsible for hardware setup and software installation on all workstations and laptops.
• Perform administrative functions and daily reporting tasks.
• Help monitor patching implementation in Server and User Systems.
• Other duties as assigned by the Head of IT or Management.

System Access Management

• Ensure the correct and proper use of all applications within the Bank by ensuring that all access rights to all users is appropriate for their needs, that access is timely removed as required.
• Assist users with their access requests and guide them accordingly.

Disaster / Technology Recovery

• Assisting in coordinating and performing local Disaster / Technology Recovery tests.
• Help ensure that data backups on all systems as well as the all necessary software and hardware for Disaster / Technology Recovery tests.
• Help ensure that the Disaster / Technology recovery plan and procedures are up to date and maintained.

Compliance

• Ensure full compliance with all the Bank’s policies and procedures, and the requirements of the relevant regulatory bodies as communicated by Compliance Department.

Interpersonal/Communications:

Internal: All Toronto staff and all SMBC Canada Branch counterparts.

External:

Software/hardware vendors/technicians for information/repairs, office supplies/equipment vendors to purchase goods/services.

Job Specifications

Knowledge:

• Post-secondary education in IT, Computer Science or related field of study.
• Strong understanding of Microsoft server & client operating systems.
• Familiarity with technologies such as Active Directory, SCCM, vSphere, as well as infrastructure systems like UPS and HVAC.

Experience:

• Minimum five years working experience as a Systems Administrator or Desktop Support Analyst.

Skills:

• Ability to be self-directed and work as a team when needed.
• Problem-Solving: Ability to quickly identify and resolve issues.
• Communication: Strong interpersonal skills to assist non-technical users.
• Time Management: Handle multiple support requests efficiently.

Working Environment:

• Equipment Operation 60% PC, 40% Servers
• Time pressure/deadlines and mental stress: Some
• Stress of multiple demands: Varied
• Attention to details: Extreme

Environment:

• Open office, bending/crawling under desks/awkward spaces to get at equipment, lifting monitors, printers
• This job description is not designed to cover or contain an all-inclusive list of duties and responsibilities that are required of the position.
• Duties and responsibilities may change as SMBCCB deems necessary, including other duties and responsibilities assigned at any time with or without notice.

About SMBC

SMBC provides reasonable accommodations for employees with disabilities consisted with applicable law. If you need reasonable accommodation during the application process, please let us know as SMBCCB_Accessibility_Canada@smbcgroup.com. SMBC is an EO employer – M/F/Disability