User Support Analyst

This position may be filled as a Level I, II or III. Additional responsibilities and qualifications apply.

The purpose of this job is to have a central point for all employees to call for reporting problems for 3270 mainframe applications and hardware, PC applications and hardware, data and voice communications, and IT security onboarding.

The purpose of this job is to provide support for all application and hardware problems. This position assists management with all aspects of mainframe, and PC based conversions, and statistical reporting.

• Answers questions and resolves issues with Remote access
• Answers questions and resolves issues with Host, OnDemand and Document Image
• Answers questions and resolves issues with Hardware Support
• Answers questions and resolves issues with Printing
• Answers questions and resolves issues with Software
• Answers questions and resolves issues with passwords
• Monitors Branch Network status
• Monitors Branch Servers status
• After Hours rotation with Service Desk teammates. Bank-wide support daily to 8pm and weekends 8am to 8pm
• Secondary control of Weekly HR Audit rotation within the Service Desk, monitoring Active Directory, RACF, IBS2 and Image Access for New Hires, Transfers and Separations
• Perform additional duties as assigned.

• Assist with testing and documentation of new applications and processes for Service Desk.
• Ensures the Service Desk is monitoring for any patterns/problems and alerting IT teams of all issues.
• Processes MIS Onboarding of New Hires, Transfers and Separations via Bridge/Service Now.

• Primary control of Weekly HR Audit rotation within the Service Desk, monitoring Active Directory, RACF, IBS2 and Image Access for New Hires, Transfers and Separations.
• Assist with testing and documentation of new applications and processes for Service Desk.
• Ensures the Service Desk is monitoring for any patterns/problems and alerting IT teams of all issues.
• Processes MIS Onboarding of New Hires, Transfers and Separations via Bridge/Service Now.
• Perform additional duties as assigned.
• Coordinates and assist with training Computer Operators with Password reset processes and procedures.
• Take leadership of responsibilities of the Service Desk manager in their absence.

• High school education
• Working knowledge of Microsoft Office products, BRIDGE, Windows, Trip Applications.
• Overall Knowledge of all major banking applications, with a good knowledge of at least 1 or more applications
• Analytical skills
• Oral and written communication skills

• Knowledge of Help Desk functions and daily/weekly processes.

• 5 years’ service desk experience
• Strong Knowledge of all major banking applications, with a good knowledge of at least 1 or more applications
• Minimum of 3 years’ experience working with branch platforms and PC based operating systems
• Knowledge of bank accounting methods
• Knowledge of Help Desk functions and daily/weekly processes.

Physical Requirements /

Working Conditions:

Must be able to sit for long periods of time and use computer, keyboard, and mouse, while viewing multiple computer screens.

Note:

This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.

Teamwork and the individual contributions of our associates are recognized as the drivers of our success. At Trustmark, we are committed to preserving and advancing a diverse and inclusive workplace, where each associate, customer and shareholder is respected, valued and encouraged to share in our commitment. We make significant investments in our associates so that they may enhance their personal and professional skills, because we want each associate to grow, flourish and fulfill their career aspirations.

Come onboard and join our team!

Trustmark exemplifies the strength and possibilities that come with a diverse and inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, genetic information, pregnancy, national origin, protected veteran, disability status, or any other characteristic protected under applicable law. Trustmark is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment.

Upon accepting a position with Trustmark, the following pre-employment screenings must be completed:

• Verification of employment, education and other data provided by you on your employment application
• Verification of eligibility to work in the US
• Criminal background check
• Credit check (required for certain positions)
• Fingerprinting (required for certain positions)