It Service Desk Analyst

Position: IT SERVICE DESK ANALYST
Job Title:

IT Service Desk Analyst

Reports to:

SVP IT DirectorFLSA Status:
Non-Exempt (Hourly)
Statement of Hire:

At Signature Bank of Arkansas, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area.

A successful Team Member will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

Job Summary:

The IT Service Desk Analyst will provide first and second line technical support to internal Signature Bank Team Members. The successful candidate will require an aptitude for working with applications/systems to analyze, diagnose and resolve technical problems, which may range from straightforward to more complicated technical issues.

Essential Duties, Responsibilities & Expectations:

Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.

Receive, log, and manage calls from Team Members via telephone and email

Maintain an Asset Database and track changes

First and second line support - Troubleshoot IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers

Troubleshoot basic network issues

Escalate unresolved calls to the infrastructure support team

Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends and relative reports for this position

Publish support documentation to assist Team Members with requests for information and provide training

Basic Active Directory knowledge: create user accounts, reset passwords, create groups etc.

Facilitate smartphone and tablet account management

Arrange for external technical support when problems cannot be resolved in-house

Perform all other tasks requested as they relate to the Bank and its functions.

Perform off duty and on call functions pertaining to technology requirements

Supervisory Responsibilities:

None Compliance:
All Team Members are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each Team Member is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each Team Member to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls.

All Team Members shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Team Members must participate in required training on pertinent compliance laws and regulations as required by Signature Bank of Arkansas.

All Team Members will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

Education / Experience:

High school diploma or general education degree required.

College degree or technical vocation certification preferred, 2+ years in IT related field.

Skills / Knowledge / Abilities:

Strong Windows system administration skills (Win
10, Server 2012, Server 2019)
Previous experience with computer hardware, operating system software and desktop applications with a specific concentration in one or more areas.

Experience with Active Directory and Group Policy.

Basic understanding of network topologies.

Understanding of SAN, NAS environments Microsoft Office Products, VMWare and/or Virtual environments.

Must have the ability to work independently and as part of a team.

Ability to promptly answer support related email, phone calls, and other electronic communications.

Ability to perform problem analysis, logically organize and prepare technical documentation and effectively communicate both orally and written.

This position also requires that the Team Member have the ability to adapt to an ever-changing technology environment.

Must be able to take on new challenges and technologies with the ability to obtain knowledge on current technologies in place.

Working Conditions / Environment / Potential Hazards:

General office environment

May be necessary to work…