Helpdesk Support Analyst

About the role

Serve as the primary technical position responsible for the proper operation, maintenance, and support of Partners Bank's back-office equipment and systems. Responsible for provisioning PC's, Laptops, and mobile devices and related equipment service and support activities.

Responsibilities

• Avoids delays in resolving customer issues by following established procedures and guidelines.
• Assists bank employees with varying degrees of technical expertise.
• Ensures installed end user equipment is properly functioning and supported.
• Documents end user device functionality related functions.
• Ensures all technology services duties are performed in compliance with internal procedures and regulatory requirements.
• Manages the bank's hardware assets to include tracking, updating, and recommendations for replacement technologies.
• Works with other Information Technology personnel in designing, implementing, and supporting an effective system access and security environment.
• Manages the bank's helpdesk request process and triages tickets, escalating as defined by policy.
• Maintains awareness of new technologies and determines the best course of action to obtain strategic advantage without subjecting the bank to any undue risk.
• Maintains Information Security requirements as required by bank policy and regulation.
• Provides level one monitoring of end point protection to include Anti-virus alerts and predefined IT Event Monitoring Alerts.
• Assists Senior IT Personnel in the standardization, configuration, testing, and documentation of computer hardware, networking software and operating system software.
• Provides necessary training to Partners Bank personnel on operational and support topics.
• Manages onboarding tasks for new employee's or internal job changes.
• Assists with end user updates and patches.
• Assists with tracking, managing, and updating Bank Applications in a timely manner.
• Understands and be familiar with the bank's website, Partners.bank.
• Maintains a working knowledge of Microsoft Desktop Applications, other third-party applications, and bank specific applications.
• Assumes the role of Subject Matter Expert (SME) for technology related to job functions.
• Develops, updates, manages, and documents standard bank desktop images.
• Assumes additional responsibilities as requested.

Requirements

• One to three years of experience in a hands-on Helpdesk Support role or equivalent position.
• Desirable but not required certifications such as CompTIA A+, Microsoft Certified IT Professional.
• Ability to work flexible schedules.
• Ability to work onsite and remotely as needed.
• Working knowledge of Information Technology Infrastructure Library (ITIL).
• Working knowledge of Information Security Principles.
• Experience in PC and Mobile Device life cycle management.
• Strong interpersonal skills that include listening, teamwork, responsibility, dependability, leadership, motivation, flexibility, patience, and empathy.
• Excellent problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to multitask in a fast-paced environment.
• Desire for continuous education.

Qualifications

• Desired certifications: CompTIA A+, Microsoft Certified IT Professional.
• Desired skills: Working knowledge of ITIL, Information Security Principles, PC and Mobile Device life cycle management, strong interpersonal skills, excellent problem-solving skills, excellent communication and collaboration skills, ability to multitask in a fast-paced environment, desire for continuous education.