Support Desk Analyst 1 (13-014)
|Benefits:||Offering a competitive benefits package to our team members is a top priority. Our team members are offered medical, dental, vision, flexible spending accounts and voluntary life benefits. We ensure long term success by offering a 401k plan with company match as well as company-paid short and long term disability, life insurance, paid time off, and wellness programs. |
|Employment Type:||Full Time|
|Description:||Under general supervision, responsible for troubleshooting, problem-solving, inputting incident information, monitoring service activity and routing and/or dispatching calls to the appropriate technician for all initial responses to requests for computer assistance from internal bank Customers. Identifies problems, troubleshoots and provides solutions to assist PC and thin client users. Works directly with internal Customers to trouble shoot and solve various related issues. |
|Duties:||1-Provide exceptional customer service to all levels of the organization.|
2-Provide first-level support for technical issues with email, Microsoft Office systems, web browsers, printers, Citrix client and PC/thin client setups, voicemail, telephone and specialized peripherals and projectors.
3-Work with call tracking software to log, review, document and escalate incidents and requests.
4-Troubleshoot both at end-userís offices and remotely using remote management tools.
5-Participate in organization wide IT projects and implementations
|Qualifications:||1-Minimum 2 years experience with Microsoft Windows and Office systems (e.g. 98, XP, 2000, 2003). |
2-Familiarity with data networking concepts, software installation and configuration, PC and printer setups, Internet fundamentals, remote support tools, and telecommunications troubleshooting.
3-Excellent interpersonal skills and ability to work in a team environment with experience working with end users in solving technical problems, coaching users with new material, and methodically recording problems and resolutions.
4-Excellent problem-solving skills.
2 Year College/Tech Degree or Equivelant
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