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IT Helpdesk Analyst

Job Description

Support Analyst

  • Other duties may be assigned
  • Primary responsibility is end user support and customer service
  • Follow standard Helpdesk operating procedures; accurately log and resolve all tickets using ticket tracking software
  • Troubleshoot and resolve issues associated with PC’s, laptops, network, local servers, printers, remote access and file shares
  • High level of experience with Apple OS X, Microsoft Windows (desktop/server)
  • Diagnose and resolve technical hardware and software issues
  • Respond to requests for technical assistance in person, via phone, electronically
  • Log all help desk interactions - administer help desk software
  • Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources
  • Track and route problems and requests and document resolutions
  • Become familiar with each of the bank’s departments and their respective applications
  • Learn fundamental operations of commonly used software, hardware, and other equipment. Adhere to all Bank policies including compliance with the “Bank Secrecy Act" (BSA)

Job Requirements

Support Analyst

Education and/or Experience:
  • Bachelors Degree preferred but not required
  • 3 to 5 years of increasingly responsible experience on an IT Help Desk or as a support analyst
Communication skills:
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
  • Good multitasking and organizational skills
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
Computer skills:
  • Accurate typing/keyboarding skills
  • Basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail
  • Knowledge of bank operations, business concepts, and supporting application systems
  • Ability to interpret complex information and directions, implement the information in a timely manner with minimal supervision, and bring assigned tasks to completion
  • Must be skilled in systems analysis tools and technical writing, with knowledge of project management techniques, as well as core and desktop application processes and concepts

Job Snapshot

Employment Type Full-Time
Job Type Banking, Information Technology
Education Not Specified
Experience 3 to 5 years
Manages Others Not Specified
Industry Banking - Financial Services
Required Travel Not Specified
Job ID SA2132013
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IT Helpdesk Analyst

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