The posting
Job Description
Why Zensar?
We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!
Zensar is looking for a Service Desk Engineer in the United States (Rockland, MA – 100% Onsite). This position is open for Full Time with excellent benefits and professional growth opportunities.
About the Role
- We are looking for a Service Desk Analyst who is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices.
- This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.
Key Responsibilities:
- Administer and provide User account provisioning.
- Support desktops, laptops, thin clients, printers, scanners, and peripherals
- Install, configure, and update banking-approved software
- Follow all internal controls and policies
- Assist in password resets, MFA support, and identity/access management requests.
- Identify and report suspicious activity or potential security threats
- Maintain a strong focus on data privacy and cybersecurity best practices
- Document solutions and create user guides/knowledge base articles
- Responsible for installing desktop applications and software
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions
- Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Route problems to internal 2nd level IT support staff.
Experience:
- You should have Phone/Customer support experience Mandatory with excellent communication skills
- Windows Technical Service desk experience is necessary
- knowledge Windows 11 and basics of Windows Server
- Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
- ITSM ticketing tools such as Ivanti, ServiceNow etc.,
Preferred Qualification:
- Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
- Must have experience in IT service desk or technical support role.
- Experience supporting a bank or financial services environment (preferred).
- Basic and Above Average knowledge of:
- Windows OS & Microsoft 365
- Active Directory / Azure AD
- VPN & MFA
- ITIL framework
- Excellent communication, customer service, and problem solving skills.
- Ability to work in a fast-paced, highly regulated environment.
Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.
All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.
Zensar values your privacy. We’ll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice
About Us
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
