Job description

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:
The End User Computing Engineer is responsible for the design input, implementation and support of the overall virtual and physical enterprise computer desktop environment and resolving complex end user issues and requests. This includes Windows workstations, laptops and a large number of mobile devices in an evolving technological environment. This position focuses on escalations from tier 1 support team to resolve issues in an expeditious manner, and determines when it is appropriate to deviate from standard practice to accomplish desired results. This position is also responsible for participating and managing projects including desktop migrations, product and system lifecycle management, defining hardware standards and the evolution of the software distribution infrastructure.

Essential Functions:

• Manage PC management software and responsible for configuration of policies, reports and systems for complex virtual and physical hardware environments and respective reporting on various system configurations
• Manage semi-complex to complex issues that are unable to be resolved by Tier I Help Desk Support for the enterprise, including engaging and completing HD tickets through our ticketing system.
• Responsible to provide remote support across all CWS locations and WFH employees.
• Focuses on the overall delivery of technology solutions and improvements to the user experience
• Manages semi-complex to complex end user problems and escalates as appropriate for resolution
• Prioritizes responsibilities between support and assigned project work to meet deadlines
• Configures and deploys new hardware and software as needed across the environment for the entire enterprise
• Proactively identifies trends, both internally and externally to prevent issues and prioritizes related end user requests
• Apprises management of broad issues to enable communication to impacted individuals or groups
• Manage special projects, and function as project team lead when necessary. Able to take charge of project execution including allocation of tasks.
• Develops and maintains installation, configuration and operational procedures
• Documents system modifications and new projects
• Adheres to defined change control procedures and is able to work in a fully audited financial services environment using accepted best practices
• Performs other projects and tasks as assigned

Education and Experience:

• Bachelor’s Degree in Computer Science or related field preferred
• Four (4) years of experience in IT and related experience is accepted in lieu of required degree
• Two (2) years of prior IT-based work experience required

Summary of Qualifications:

• Solid understanding of Windows-based computer applications and operating systems
• Knowledge and utilization of the Service Now ticketing system
• Intune admin experience and deployment skills.
• Familiar with Microsoft 365 installation and support.
• Skilled in a variety of computer hardware and software applications
• Able to troubleshoot technical system issues and devise a resolution
• Strong balance of technical and communication skills.
• A working knowledge of desktop software and troubleshooting
• Microsoft software experience and the ability to learn different business related applications quickly.
• Understanding of computing concepts such as networking, security, different application architectures with a concentration on the client side.
• Innovative problem solver with creative approaches when dealing with a customer
• Focus upon quality and efficiency
• Ability to learn SW and HW configurations quickly while following or creating consistent procedures.
• Experience working in a PCI compliant business environment is a plus.
• An understanding of Virtual Desktops and Thin Clients is also a plus.
• Strong communication skills geared towards customer service
• A solid understanding of Microsoft Operating systems and software
• Ability to learn new software configurations for deployment of client software
• Ability to employ best practices to ensure that all systems meet all applicable regulatory compliance and internal security guidelines.
• PowerShell scripting experience is helpful
• Ability to prioritize multiple tasks and to meet appropriate deadlines.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions.
• Willingness and ability to accept additional responsibilities.
• A detail oriented individual who can define new processes while leverage existing
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Ability to compose and analyze simple reports and correspondence

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.

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