What are the responsibilities and job description for the IT Service Desk Analyst position at Avidia Bank?
Description
Position Overview:
Provides first and second level technical support to employees of the bank. Opens, directs and/or resolves Help Desk tickets from users. Provides desktop hardware support including builds, imaging troubleshooting and patching.
Primary Responsibilities:
Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal customers:
- In conjunction with the manager, provides direction and leadership to ensure SLA’s are met and Policies & Processes are adhered to.
- Coordinating the delivery of workstation software patches.
- Managing the Help Desk functions for response time, productivity and accuracy.
- Monitoring IT Help Desk service requests to provide notification of recurring problems and determine additional training needs.
- Assisting in ordering, installing and upgrading software and hardware.
- Participating in analyzing new IT equipment, enhancements or upgrades to identify new features or functionality and testing prior to deployment.
- Working with vendors to install, correct and maintain database interfaces and ensure proper security permissions have been applied.
- Serving as a point of contact for all service calls to provide maintenance or warranty repairs for all bank hardware and software.
- Reporting necessary information about the status of patch management, software and hardware inventory.
- Developing project plans for hardware and software upgrades or new deployments.
Other Responsibilities:
- Assisting in proactively monitoring server audit and event logs.
- Assisting in the support of WAN/LAN related hardware and software.
- Assisting in resolving data and telecommunication related issues.
- Participating in researching new technological advancements and productivity enhancement tools.
- Assisting in the performance of basic IT security functions as required including the implementation of new user profiles, group policies and access to data or applications on the network.
- Protecting the confidentiality of all financial data relating to bank operations and its customers.
- Keeping current with industry advances in user software and hardware requirements related to the intranet or those applications where the employee has been designated as the application owner.
Requirements
- Bachelor’s degree in computer science or related technical field or four to five years of experience.
- Hardware/software installation and maintenance experience.
- Experience in supporting Microsoft 365 environment.
- Experience in Desktop Engineering.
- Strong problem-solving and interpersonal skills.
- Ability to relate complex material in “user friendly” manner and to interact within all levels of the Bank
- Skill in recognizing recurring or related issues about which users consistently notify the IT team.
- Knowledge of Web applications and development tools.
- Planning and organizational skills, as well as analytical, and project management abilities.
- Working knowledge of all banking operations and various software packages.
- Ability to work flexible schedules.
- Strong attention to detail.
Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled
Member FDIC/DIF
PM21
Salary : $30 - $35