Service Desk Analyst

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How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.

At Provident Bank, we are committed to enhancing our customer and employees’ experience.

POSITION SUMMARY:

The Service Desk Analyst provides first line remote IT support for Provident Bank’s computer systems, hardware, and software. You will primarily be responsible for supporting Provident employees and assist in resolving technical issues around end user access issues, network connectivity problems, peripheral and application support. As an extremely reliable member of the team, you demonstrate excellent communication and troubleshooting skills and are comfortable working in both an IT and financial services team-based environment.

KEY RESPONSIBILITIES:

Provides first level support and delivers Service Desk objectives that include the following but not limited to:

• Responds to phone calls, self-service requests, and emails from end users requesting service and support.
• Ability to utilize multiple resources to determine root causes and resolutions of technology problems and incidents.
• Successfully resolves technology issues/requests concerning user access to resources and the operation of various IT systems and services.
• Effectively communicate technical information to non-technical end users while providing regularly communication to all stakeholders.
• Successfully follows standard team procedures for managing and documenting work within designated IT service management platform.
• Works closely with the other IT groups to ensure accurate escalation of issues.
• Helps coordinate activities of onsite and offsite service vendors.
• Achieves individual and team metrics/KPI/SLAs as outlined by the organization.
• Successfully follows assigned hybrid support rotation schedule (may include weekend support).
• Provides first level support after business hours as part of Service Desk on call support rotation
• Follows Service Desk team procedures/guidelines, training and performs other duties as directed by management.
• Deploy equipment or resolve technical issues in the field when necessary. Has ability to drive to additional work sites using a personal vehicle when needed.

MINIMUM QUALIFICATIONS
:

• High School diploma or GED
• 2 years related experience
• CompTIA A+ is required (other IT industry-specific certifications matching this will be considered)
• Basic Level: Antivirus, application installation, mobile OS, network LAN & connectivity troubleshooting, printer troubleshooting, SSO, MFA, Zoom
• Experience with FIS, Horizon, Service Now, Genesys, Last Pass, DUO, Cisco Any Connect is strongly preferred
• Financial Institution experience strongly preferred
• Excellent communication skills, both verbal and written, are required
• Ability to provide customer support, technical assistance and/or basic software support
• Ability to establish and maintain working relationships with all levels of staff and management
• Ability to accurately handle multiple support requests and project tasks simultaneously
• Passion for people, collaboration, authentic, and unafraid to learn from mistakes.
• Excel in the fail-fast and continuous improvement service methodologies

PREFERRED QUALIFICATIONS

• Comptia Network+ is preferred

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work…