Technical Support Analyst I

What The Role Is

This Service Desk position is responsible for first and second level user support. In addition to providing basic Level 1 support, this position provides support for issues typically considered to be more complex. Interacting directly with bank teammates, the Technical Support 1 fields initial requests for service and incidents through live calls and work tickets, resolving most support issues ‘first call’ without having to escalate the issue or hand off the issue to another technician or team. This role: supports and executes equipment configurations and setups; meets all assigned SLAs, department goals, and objectives; engages with and/or escalates to other support teams as appropriate. The successful candidate must have the ability to perform well in fast-paced environments, great listening and communication skills, strong troubleshooting and analytical skills, and an aptitude for supporting a broad array of computing needs. A foundational knowledge of IP and basic network connectivity and communication are required. The ability to work independently as well as in a collaborative team environment is necessary. Technical Certifications (such as A+, Net+, Microsoft or Cisco) are desirable but not required.

How You Will Make An Impact
• Fields incoming calls to the Service Desk queue and provides necessary triage, support, and direction
• Documents all requests in the Service Desk ticketing system
• Provides initial end user support to all company employees across all lines of business
• Performs basic and elevated Service Desk functions and project assignments as a team member
• Collaborates with all IT and IS departments as required
• Maintains communication with branches, departments, and associates throughout the resolution of the issue
• Prepares technical reports as directed by collecting, analyzing, and summarizing information
• Completes Service Desk tickets and activities within the required SLA/SLO or target dates
• Escalates major service problems and incidents per the Technical Incident Management Process
• Contributes personally with a “hands on” approach to the departmental efforts, goals, and strategies
• Adheres to operating policies and procedures
• Ensures that all inventory controls, policies, and procedures are adhered to
• Documents procedures and processes for all applications or functions supported by Service Support
• Provides support for training rooms, conference rooms or other facilities as assigned
• Continues personal and professional development, technical training, with potential pursuit of certification

Who You Are
• Bachelor's degree preferred in a technical field of study, equivalent experience and technical certifications considered
• Minimum of one year in Service Desk or end-user support role with experience supporting/troubleshooting hardware, desktop applications, and/or other end user support needs
• Excellent knowledge of Desktop operating systems (Windows 10), Windows applications including the MS Office Suite and Outlook
• Experience providing live customer service in Help Desk, Call Center, or similar environment
• Minimum of one year system administration experience supporting Windows PCs in an Active Directory environment
• Working knowledge of Active Directory and user management
• Basic understanding of LAN/WAN technology
• Excellent knowledge of Windows, Microsoft Office and application software
• Strong analytical and organizational skills as well as excellent oral and written communication skills
• Relates well with others and builds effective business relationships
• Ability to extract clear and meaningful information from ambiguous situations
• Experience with the following a plus: supporting remote users, remote control software, VPN, Citrix client, Google Application Suite
• Ability to lift 30lbs
• Ability to stand or sit for long periods of time
• Ability to work flexible hours

Qualifications

Education

Required

Bachelors or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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