IT Support Analyst

About the role

The IT Service Desk Analyst provides onsite technical support for the bank's corporate office while delivering remote support to branch locations. This role serves as the primary point of contact for end-user technology issues in a Windows-based environment, supporting hardware, software, user accounts, and network connectivity to ensure business continuity across the organization.

Responsibilities

• Provide first-level technical support to bank employees via phone, email, remote support tools, and in-person assistance.
• Troubleshoot and resolve issues related to Windows desktops and laptops, Microsoft 365 applications, printers, mobile devices, and banking systems.
• Administer and support Active Directory, including user account creation, password resets, group membership management, and account permissions.
• Support branch employees remotely with hardware, software, connectivity, and access-related issues.
• Install, configure, and maintain Windows workstations, peripherals, and software applications.
• Manage and document incidents, service requests, and resolutions within the IT ticketing system.
• Assist with user onboarding and offboarding activities, including account provisioning and equipment deployment.
• Escalate complex issues to senior IT staff or specialized support teams as needed.
• Participate in system upgrades, patch management, hardware refreshes, and technology deployments.
• Maintain technical documentation, procedures, and knowledge base articles.
• Ensure compliance with bank security policies, regulatory requirements, and IT best practices.

Requirements

• Associate's degree in Information Technology or related field, or equivalent work experience.
• 2+ years of IT Service Desk, Help Desk, or Desktop Support experience.
• Hands-on experience supporting Windows 10/11 environments.
• Strong experience with Active Directory administration and user account management.
• Experience supporting Microsoft 365 applications and services.
• Familiarity with remote support tools, ticketing systems, and basic networking concepts.
• Strong troubleshooting, customer service, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting users in a banking, financial services, or other highly regulated environment.
• Experience with Microsoft Entra ID (Azure AD), Group Policy, and endpoint management tools.
• CompTIA A+, Network+, or Microsoft certifications.
• Knowledge of cybersecurity and access management best practices.

Skills

• Customer service orientation
• Technical troubleshooting and problem-solving
• Effective verbal and written communication
• Attention to detail
• Time management and organization
• Ability to work independently and collaboratively

Schedule

This position is fully onsite in Pittsford, NY, and provides remote support for branch locations.

Pay

The pay range for this position is $20.00 - $22.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)