SUMMARY/OBJECTIVES

The Level I IT ServiceDesk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL FUNCTIONS

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs and communication to the end users.

Operational Management

• Field incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

• Build rapport and elicit problem details from Help desk customers.

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

• Record, track and document the Help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Perform preventative maintenance, including troubleshooting of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Develop help sheets and FAQ lists for end users.

• Reinforce SLAs to manage end-user expectations.

Other Duties:

• Accepts other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Ability to absorb and retain information quickly

• Experience working in a team-oriented, collaborative environment

Qualifications, Education, AND CERTIFICATION Requirements

• Education: College diploma, university degree or certification (A+) in the field of computer science and/or 1-2 years equivalent work experience.

• Experience: Knowledge of basic computer hardware, including PCs, printers, scanners, etc.

• Experience with desktop and server operating systems, including Windows 10, Server 2012, and Server 2016

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to multitask.

• Keen ability to independently investigate issues.

• Creatively think outside the box to find solutions utilizing tools such

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

• Certifications/Specific Knowledge: Good interpersonal skills, good computer skills, ability to read, write, speak, and understand English

TRAINING REQUIREMENTS/CLASSES

• On the job training and any additional training as needed. Required annual compliance training.

• New Employee Orientation as well as continual update of processes of banking systems.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Must be able sit for long periods of time.

• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.

The information below is to be updated by the HRBP and HR Compensation team only.