Helpdesk Support Analyst

Responsibilities

• Serves as the primary technical position responsible for the proper operation, maintenance, and support of Partners Bank’s back‑office equipment and systems
• Responsible for provisioning PC’s, Laptops, and mobile devices and related equipment service and support activities
• Ensures the technology services procedures manual is updated on a regular basis
• Effectively supports bank employees with varying degrees of technical expertise
• Ensures installed end user equipment is properly functioning and supported
• Responsible for documenting end user device functionality related functions
• Responsible for ensuring all technology services duties are performed in compliance with internal procedures and regulatory requirements
• Manages the bank’s hardware assets to include tracking, updating and recommendations for replacement technologies
• Works with other Information Technology personnel in designing, implementing, and supporting an effective system access and security environment
• Manages the bank’s helpdesk request process and triages tickets, escalating as defined by policy
• Maintains awareness of new technologies and determines the best course of action to obtain strategic advantage without subjecting the bank to any undue risk
• Maintains Information Security requirements as required by bank policy and regulation
• Provide level one monitoring of end point protection to include Anti-virus alerts and predefined IT Event Monitoring Alerts
• Assist Senior IT Personnel in the standardization, configuration, testing, and documentation of computer hardware, networking software and operating system software
• Provides necessary training to Partners Bank personnel on operational and support topics
• Manages onboarding tasks for new employees or internal job changes
• Assists with end user updates and patches
• Assists with tracking, managing, and updating Bank Applications in a timely manner
• Maintains a working knowledge of Microsoft Desktop Applications, other third‑party applications, and bank specific applications
• Assumes the role of Subject Matter Expert (SME) for technology related to job functions
• Develops, updates, manages, and documents standard bank desktop images
• Assume additional responsibilities as requested

• One to three years of experience in a hands‑on Helpdesk Support role or equivalent position
• Desirable but not required certifications such as CompTIA A+, Microsoft Certified IT Professional
• Ability to work flexible schedules
• Ability to work onsite and remotely as needed
• Working knowledge of Information Technology Infrastructure Library (ITIL)
• Working knowledge of Information Security Principles
• Experience in PC and Mobile Device life cycle management
• Strong interpersonal skills that include listening, teamwork, responsibility, dependability, leadership, motivation, flexibility, patience, and empathy
• Excellent problem‑solving skills
• Excellent communication and collaboration skills
• Ability to multitask in a fast‑paced environment
• Desire for continuous education