Help Desk Analyst

Position Summary

Provide first line support to employees by responding to incoming incidents, requests and changes.

Essential Functions

• IT Help Desk Support: Document all ITSM tickets into ticketing system.
• Cook investigations to resolve information system issues.
• Conduct research to understand, explain and resolve technology issues.
• Communicate updates to users that have been or may be affected by a problem.
• Follow up with users after problems have been resolved.
• Utilize help desk tracking software to present recommendations and improvements for user systems.
• Initiate onboarding procedures for new users into the system.
• Ensure response times are quick and effective to appropriately resolve requests.
• Cook referrals to technical, professional or service personnel depending on the repair, training, service or software issue.
• Provide information, advice or instruction in response to inquiries from callers.
• Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.
• Aid in overseeing the installation, operation, maintenance, and repair of hardware, software, and peripheral equipment.
• Provide professional support for end users of personal computers or their associated networks, hardware, software, or peripherals.
• Resolve first-level issues and compose new problem resolutions.
• Read and interpret documents for callers such as safety rules, operating and maintenance instructions, and procedure manuals.
• Aid in composing email communications for Bank distribution to inform employees of various issues.
• Perform system administration for various software applications including email, operation systems, etc.
• Aid in teaching end users how to resolve problems verbally and via remote control.
• Translate technical language through written and oral communications into information understandable by the end user.
• Prioritize various requests from callers and 2nd and 3rd level support.
• Appraise the possible impact on customer service and bank reputation and notify appropriate management when service is interrupted.
• Probe caller for in depth analysis of contributing factors and/or events that caused end result and document data gathered.
• Perform Special projects and research as requested.
• Perform other duties as assigned.

Minimum Qualifications

• Core Job Specific Competencies: Customer Service, Dependability, Problem Solving, Technology, Verbal Communication, Written Communication.
• Skills: Operating a personal computer with word processing, spreadsheet, and presentation software; Strong communication skills both written and verbal; Ability to remain calm in stressful situations.
• Knowledge: Knowledge of general banking principles and practices.
• Education and Experience: A combination of education and experience equivalent to high school diploma, and knowledge typically gained through a minimum of two years related experience and/or training.

Physical Requirements

• Ability to stand, bend, stoop, sit, walk, reach, twist and turn.
• Ability to lift up to 50 pounds frequently.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent sitting at a desk.

Compensation

The hiring range for this position is $22 to $28.50 per hour. The compensation offered will fall within this range, commensurate with the candidate’s applicable experience, education, and skills.