Helpdesk Support Analyst – Bank

• Serve 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
• Ensure the technology services procedures manual is updated on a regular basis
• Effectively supports bank employees with varying degrees of technical expertise
• Ensure installed end user equipment is properly functioning and supported
• Responsible for documenting end user device functionality
• Responsible for ensuring all technology services duties are performed in compliance with internal procedures and regulatory requirements
• Manage the bank’s hardware assets to include tracking, updating and recommendations for replacement technologies
• Work with other Information Technology personnel in designing, implementing, and supporting an effective system access and security environment
• Manage the bank’s helpdesk request process and triages tickets, escalating as defined by policy
• Maintain 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
• Provide necessary training to Partners Bank personnel on operational and support topics
• Manage onboarding tasks for new employee’s or internal job changes
• Assist with end user updates and patches
• Assist with tracking, managing, and updating Bank Applications in a timely manner
• Maintain a working knowledge of Microsoft Desktop Applications, other third-party applications, and bank specific applications
• Develop, update, manage, and document standard bank desktop images

• 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 including listening, teamwork, 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

Demonstrates expertise in Helpdesk Support, managing hardware assets, and ensuring compliance with Information Security requirements. Proficient in providing technical support for PC and mobile devices while maintaining effective communication and collaboration with bank personnel.

• Helpdesk Support Experience
• PC And Mobile Device Life Cycle Management
• Information Security Principles
• ITIL Knowledge
• CompTIA A+ Certification

• Technical Support
• Hardware Asset Management
• End User Device Functionality Documentation
• System Access And Security Design
• Endpoint Protection Monitoring
• Desktop Image Management
• Bank Application Management
• Troubleshooting
• Configuration Management
• Patching

• Interpersonal Skills
• Problem-Solving Skills
• Communication Skills
• Collaboration Skills
• Multitasking

• CompTIA A+
• Microsoft Certified IT Professional

• Information Technology
• Information Security
• Regulatory Compliance
• Technology Services Procedures
• Operational Support

• Microsoft Desktop Applications
• Third-Party Applications
• Bank Specific Applications
• Helpdesk Ticketing Systems
• Anti-Virus Software