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: 

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  • Document all ITSM tickets into ticketing system.
  
  
  • Coordinate 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.
  
  
  • Coordinate 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.
  
  
  • Assist with 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.
  
  
  • Effectively present information and respond to questions from managers and end users.
  
  
  • Compose email communications for Bank distribution to inform employees of various issues.
  
  
  • Perform system administration for various software applications including email, operation systems, etc.
  
  
  • Teach 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: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.


• Dependability: Available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.


• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.


• Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.


• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.


• Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.

Knowledge, Skills and Abilities:

• 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 of general banking principles and practices.

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.

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.

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.