Analyst, Information Technology Support

Job Purpose & Scope

Responsible for providing customer support to internal personnel on behalf of the Bank by documenting, performing novice troubleshooting, and resolving issues with the goal of keeping hardware, software, and user accounts available for use.

Essential Job Functions

• Provide support and solutions to end Users contacting the IT Help Desk according to standard procedures.
• Absorb and reset personal Active Directory user accounts.
• Provide basic PC software support and maintenance, including but not limited to Microsoft Windows, Microsoft Office, and Active Directory.
• Provide exceptional customer service verbally and in writing with all levels of the organization.
• Manage inbound calls, tickets, and/or escalate to relevant team members within the defined time frame.
• Drive efficiencies in a continually changing environment.
• Maintain good attendance and punctuality to work.
• Able to adapt in a fast-paced environment.
• Manage a flexible schedule and work extended hours as needed.
• Follow Bank policy, procedures, and guidelines.
• Enthusiastically embrace, support, and model the Bank’s values and mission.
• Ensure compliance with Bank OZK and internal/external regulatory policy, procedures, and guidelines.
• Perform all other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of PC technology.
• Ability to operate normal and customary equipment/technology effectively in a business environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to demonstrate effective customer service skills.
• Ability to demonstrate effective organizational skills.
• Ability to troubleshoot and resolve general IT customer issues.
• Ability to apply critical thinking skills and provide solutions on customer issues.
• Ability to pay attention to detail and provide accurate solutions.
• Ability to be a self-starter.
• Ability to work effectively with others on the team.
• Ability to remain professional in all work situations.
• Ability to multi-task and manage changing job demands.
• Ability to sit for extended periods of time.
• Ability to work additional and/or flexible hours and shifts, as needed.
• Ability to adhere to Bank policies and procedures.

Basic Qualifications

• High school diploma or equivalent required.
• Minimum of one (1) year of experience with PCs, typing and using the internet required.
• Associates in IT field of study preferred.
• Customer Service experience preferred.
• Experience with Microsoft Windows, Microsoft Office, Active Directory, PC hardware, and printers preferred.

Job Expectations

• Operate customary equipment and technology used in a business environment, with or without accommodation.

Knowledge, Skills & Abilities (continued)

• Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added.
• Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.