Summary Responsibilities

The primary purpose of the Desktop Analyst II is to provide technical support, including deploying, configuring and maintaining desktop PC's, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in incident management tracking systems, following up with end users to ensure the issue has been resolved, and recommending any improvements needed to mitigate the recurrence of the problem; this includes field-based, remote, and centralized support; working one-on-one with internal customers to train and familiarize them on how to leverage technology tools & services to meet business needs; maintaining asset records as adds, moves, and changes occur; and creating and updating technical documentation.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides timely support and sets attainable expectations for the internal and remote customers supported by the helpdesk. This includes first & second line support to all bank locations and departments. Provides support to desktop operating systems and applications; as well as centrally administered business line applications; track support issues directed to distributed teams as appropriate.
• Monitors the helpdesk queue and proactively participates in managing the queue to ensure all tickets are being addressed in accordance with our operating service levels.
• Understands the features and facilities of desktop product suites and can implement changes and enhancement in accordance with those strategies.
• Creates alternative methods of completing tasks to correct user errors and system inconsistencies to improve the desktop function; when these alternative methods deviate from standards, ensures the appropriate administrative tasks are complete.
  • Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature; escalates as needed. Recognizes the need to escalate problems and knows own limitations and seeks help when needed.

• Contributes/reviews cases to the knowledgebase in well written audience centered business language; updates documentation and follows administrative record keeping requirements.
• Ensures personal computers interconnect seamlessly with diverse systems including associated application systems, file servers, email servers, web conferencing systems, and administrative systems; provides appropriate level of support and guidance on usage of supported software products.
• Performs help desk functions by taking calls and using the helpdesk software to track, identify and resolve problems.
• Performs system builds and repairs; Works with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Maintenance of the PC hardware inventory.

• Uses effective listening skills to develop understanding of user questions or problems.

• Staging and implementing new and reallocated PCs (hardware & software). Maintenance of the PC hardware inventory.

• Collaborates with engineering on production tickets that effect the desktop environment
• To efficiently manage support tickets and meet timelines of assigned projects.
• Updates all documents affected by change as directed and documents solutions to production problems. Maintains familiarity with support documentation and tools in work place.

Qualifications

Important considerations include understanding and applying appropriate LAN administration procedures and methodology, obtaining and recording accurate information from client/user personnel.

Has a working knowledge of installed local network devices and linkage to remote networks. Is familiar with carrier technologies such as ISDN, T1 and Frame-Relay. Comprehends planned telecommunications hardware/software changes and their expectation benefits & contingencies.

Understands the concepts involved with multi-segment LAN and the support of complex/integrated software. Is well versed in LAN/WAN/Mainframe interconnectivity and performance measurement tools & techniques. Has a basic knowledge of installed local PC/workstation software facilities and utilities. Resolves complex problems for support requests and instructs users on advanced features/functions of office automation software. Has a working knowledge of the voice networking and systems installed at Salem Five. Can provide advanced administrative support.

Strong documentation and technical writing skills. This function involves the preparation and updating of problem tickets and work requests with relevant explanations. Important considerations include the clarity, accuracy and organization of material for the non-technical.

Education and/or Experience

Bachelors degree (B.S.) or equivalent from four-year college or technical school; or three - fours years related experience and/or training; or equivalent combination of education and experience

Certificates, Licenses Registrations

Microsoft, CISCO and other certifications or demonstrated practical experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

With a rich history and a strong reputation for growth, service and innovation, Salem Five offers employees a sense of stability and pride. Salem Five also offers a comprehensive salary and benefit package including health insurance and matching 401(k) plan. Qualified candidates may submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970.

Benefits/Incentives: Health Insurance, Dental, Vision, Flexible Spending Account, Health Savings Account, 401k Matching, Tuition Reimbursement, Employee Referral Program, Summer Family Outing, Annual Holiday Reception and more

Salary Range: Competitive Base 

Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you.