Computer Support Analyst l

SKILLS, KNOWLEDGE, AND PHYSICAL REQUIREMENTS

• High School diploma or equivalency.
• Ability to read, write and speak the English language, bilingual helpful.
• Ability to respond to customer requests with tact, diplomacy, and a sense of urgency.
• Three (3) years’ experience in banking or job-related field and one (1) year of training and/or education in field or a combination of education and experience providing equivalent knowledge.
• A minimum of 2 years’ experience at Alliance Bank is preferred.
• Associates or Bachelor’s degree is a plus, or 1-2 years of Help Desk, IT support or computer technician experience in lieu of degree.
• CompTIA A or Network certification is required. If candidate does not currently hold one of these certifications, they will be required to obtain a certification within 90 days after hire.
• Ability to handle multiple tasks within a prescribed time period and adapt to frequent or unexpected changes in work responsibilities or processes.
• A strong customer service orientation, with excellent listening, interpersonal, written, and oral communication skills.
• Highly self-motivated and directed with strong analytical and organizational skills.
• Ability to work well under pressure and in a high-stress environment.
• Highly detailed-oriented with the ability to organize, schedule, and prioritize tasks and responsibilities as well as certain departmental functions to improve efficiency.
• Experience working in a team-oriented, collaborative environment.
• Ability to solve problems by considering multiple solutions to the same problem or multiple methods of arriving at a solution.
• Possess a valid driver’s license.
• Travel required as job dictates.
• Ability to handle bank and customer transactions with a high level of confidentiality.
• Knowledge of state and federal regulations.
• Knowledge of Alliance Bank’s policies and procedures.
• Knowledge of Alliance Bank’s products and services.
• Schedules are prepared based on business need and subject to change at any time. This may include the need for evenings, weekends, or holiday coverage.
• Office setting with moderately varied desk-oriented activity.
• Repetitive movement of finger, wrist, and hand.
• Ability to lift up to 50 pounds and work on hands and knees under desks and in tight spaces.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Personify Alliance Bank’s mission statement of The best in all we do.
• Provide prompt, courteous, and friendly service.
• Accurately log all Help Desk requests using call tracking software and assign service requests appropriately according to expertise needed.
• Assist users with IT issues either remotely or in person, such as password resets, printing issues, account lockouts, etc.
• Daily routine work on PCs/Laptops/Workstations in a corporate environment. This includes installation, configuration and maintenance.
• Maintain bank’s inventory of IT hardware and software.
• Provide training and support to end-users and staff on device operations and device applications.
• Work with third-party support and equipment vendors, recyclers, software providers, and others as assigned.
• Learn fundamental operations of commonly used software and hardware.
• Keep updated on changes to technology used by bank.
• Become familiar with available help resources.
• Employee may be issued bank owned devices (such as cell phones, tablets, and/or laptops). In such cases, employee is expected to regularly check and respond to phone calls, text messages, and/or emails.
• Attend periodic training seminars and peer group meetings.
• Keep updated on and enforce all Alliance Bank policies and procedures pertaining to this position.
• Maintain a neat and orderly work environment.
• Attendance and punctuality a must.