Desktop Support Analyst

Key Result Areas

• Prompt and effective service call response
• Initiative in managing the support process for each customer
• Accurate and thorough testing, maintenance and installation of hardware/software
• Efficient maintenance of hardware/software inventory
• Develop and maintain process and procedures for updating and maintaining a consistent desktop experience across the organization

Scope of Job

Provide an excellent end user experience, which includes resolving potential or actual technical issues. Troubleshooting different software packages, hardware devices, and other peripherals. Configure computer systems according to company policies. Diagnose technical problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems and applications while minimizing downtime and increasing productivity.

Essential Functions - may include, but are not limited to:

• Provide high quality phone and desk side support for reported problems with desktop computers, laptops, peripherals, mobile devices and any and all software applications.
• Install and configure desktop computer hardware, software and peripherals using standard procedures.
• Work with vendors to troubleshoot and resolve issues
• Maintain a balance between customer expectations and business objectives
• Maintain and enhance technical knowledge
• Develop a positive working relationship with peers, management, and customers
• Evaluate new product versions and recommend upgrade schedules.
• Ensure company service standards are continually achieved in area of responsibility
• Maintain inventory of all hardware/software
• Test hardware/software to ensure full functionality within the organization’s infrastructure
• Timely and effective response and resolution to all service calls for repairs on all hardware/software
• Develop procedural documentation for maintaining the operating system and desktop applications.

Compliance

• Knowledge of Bank policies and procedures, State and Federal laws and regulations
• Responsible for compliance regulations related to this position and receiving appropriate training including but not limited to:
• Evaluate and implement various sources of support for Bank products and processes

Annually

• Bank Secrecy Act (BSA)
• Office of Foreign Assets Control (OFAC)
• USA Patriot Act
• All other applicable compliance regulations are identified by subject matter experts and are listed in the master compliance training spreadsheet

Other Functions

• Assist in installing packaged software systems and applications on workstations, including installation of Client software and drivers
• Assist in ordering, receiving and recording software/hardware purchases
• Proven success in diagnosing and solving computer issues, as well as building and configuring new hardware, and administering Active Directory
• 24x7 on-call escalation is required and additionally, projects may require after hours and weekend support
• Participate in weekend and holiday on-call rotations
• Schedule and location flexibility
• Perform other duties as requested

• The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Education and Experience

• Two to four years experience in computer maintenance and repair, or some comparable combination of education and experience.

Equipment and Software

• Ability to operate personal computer, copier, telephone, scanner
• Strong technical knowledge of Microsoft Windows
• Strong technical knowledge of MS Office Suite, Office 365, and Outlook
• Skilled in various mobile platforms including iOS
• Experience using ticketing system and asset management software
• Strong technical knowledge of modern web browsers such as Edge, Chrome, and Firefox
• Knowledge of virtual desktop infrastructure (VDI) specifically VMWare Horizon
• Knowledge of ThinClient configurations in a virtual environment specifically iGel OS

Physical Qualifications

• frequently work or visit one or more buildings of the Bank
• ability to extend one’s arm(s) in any direction
• ability to sit or stand in an erect position
• ability to manipulate small objects precisely by whatever means
• ability to express or exchange ideas by means of the spoken word, both speak and hear
• ability to be subject to substantial repetitive motions of the body or its parts
• ability to lift up to 20 pounds occasionally and/or a negligible amount of lifting frequently or constantly to move objects

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Consider this description the foundation of your job, not its boundaries. Expect to participate in training sessions and activities not described here which enhance the quality of service to the customer.

Experience

• 2 - 4 years: Two to four years experience in computer maintenance and repair, or some comparable combination of education and experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)