Desktop Support Analyst; On-site Washington State

Desktop Support Analyst (On-site Washington State)

Regular Full-Time Information Services Bremerton, WA, US 1 Attachments

3 days ago Requisition

Heritage Bank has an exciting opportunity to join our organization!

We are seeking a
Desktop Support Analyst at our Western Operations Center in Bremerton, WA. The Desktop Support Analyst
is responsible for providing Tier 1 support troubleshooting hardware and software issues, workstation builds, repairs, configurations and imaging. Additional responsibilities include supporting and troubleshooting application, email, internet and peripheral issues.

This position is Full Time, typical schedule is Monday through Friday, 8:00a.m. to 5:00p.m. Flexibility is required to work as needed to ensure adequate staffing for training or employee absences.

This position is fully on-site in Bremerton, WA.

Base Salary Range

$23.69 - $29.61 - $35.54 hourly
The Role at a Glance:

• Troubleshoots and researches problems for end users, while maintaining appropriate documentation.
• Ensures requests are attended to in the prescribed timeframe and escalation of issues is timely and efficient, following procedural guidelines.
• Assists in the maintenance of Active Directory and Application Accounts for end users as directed by documented procedures.
• Performs a variety of basic technical tasks in the diagnosis, repair and maintenance of computers, peripherals, and equipment.
• Uses established tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.
• Escalates the more complex issues to appropriate Tier 2 /3 support teams in a timely manner.
• Records and maintains inventory of hardware, software, peripheral network devices, and licensing.
• May install printers, copiers, scanners and peripheral equipment, which includes field installations, repairs, and moves and/or new branch openings as requested. Ensure all requests are in accordance with procedures, reviewed, documented, and approved by management.
• Ensures hardware, software, and network upgrades, installs, changes and relocations are efficiently completed, as required. Communicates intended/scheduled changes to management and staff when necessary, in a timely manner.
• Participates in drafting training materials from end-user frequently asked questions and knowledge base artifacts, for management review and approval. Updates and maintains on a regular basis.
• Maintains confidentiality with regard to all information processed, stored or accessed on the network.
• Contributes to the success of the department with willingness to share in all department responsibilities, as required or assigned.

Core Skills and

Qualifications:

• High School Diploma or equivalent - required.
• 1 year of recent relevant work experience in an IT support role, to include system configuration, setup, troubleshooting and user support – required.
• IT certifications and/or accreditations – highly desired.
• Equivalent combination of education and comparable work experience may be considered.
• Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
• General business communication skills, with demonstrated ability to effectively communicate technical information verbally and in writing to non-technical personnel, and the ability to read, write, speak, and
  understand English well.
• Strong planning, organizational, time management, and follow up skills, demonstrating a strong sense of urgency ensuring that priorities are set and commitments and deadlines are met.
• General knowledge of network architecture and various troubleshooting tools and techniques and ability to install, configure and maintain personal computers, networks and related hardware and software.
• General knowledge of computer network security systems, procedures, techniques, and applications.
• General knowledge of PC hardware troubleshooting, diagnostic testing, repairing, network configuration, and Windows desktop operating systems.
• Unquestionable integrity in handling sensitive and confidential information required.
• Proficient use of MS Office products (Word, Excel, Outlook), desktop operating systems and various software applications, and retrieval of data, with the ability to adapt to, support and learn new technologies quickly; with a strong aptitude to quickly learn technical concepts

Working Environment/Conditions:

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule and or extended hours, which may require assisting at other locations, or remotely, as needed.

Physical…