Desktop Support Analyst

Northeast Bank is a full-service community bank and a national commercial real estate lender with offices in Maine, Massachusetts, New York, and California. We are looking for motivated and talented individuals who want to make an impact in a growing company that cares about its employees, customers, and the communities it serves. Northeast Bank provides competitive compensation and benefits, generous PTO, and a hybrid work environment dependent on the role. If you are looking for a growing organization that prioritizes its employees, we encourage you to apply.

POSITION SUMMARY: As a member of the Northeast Bank Information Technology team this role will be a key contributor and owner of end user support efforts, initiatives, and needs. This individual will be supporting both industry-wide and Bank-specific technologies. The ideal candidate will have technical support experience, knowledge of Windows operating systems, experience supporting hybrid end users, strong troubleshooting methods, excellent customer facing skills (virtual and in-person), and an eagerness to learn. This role will be providing support services to end users and will be their primary point of contact for Tier 1 and Tier 2 support requests. Excellent technical skills, troubleshooting, and prior banking experience are preferred.

RESPONSIBILITIES:

• Answer the Help Desk phone in a courteous and friendly manner.
• Manage and take ownership of Helpdesk tickets, assignments, and resolutions.
• Provide direct problem resolution where appropriate.
• Enter work order tickets into workflow tracking software. Follow up with technicians and end users to ensure adequate service levels are maintained.
• Adhere to Change Management, Information Security, and other Bank policies.
• Follow up on any outstanding requests, ensure that all items are documented and approved in accordance with Bank policy.
• Assist with the daily IT checklist ensuring all customer facing systems are up and running and all controls were followed.
• Ensure all LAN user changes are processed in a timely manner. Follow up with the appropriate resource as needed.
• Respond to malware event notifications in a timely manner. Ensure all anti-virus framework assets are deploying updated signature files and periodic scans are completing normally.
• Work with IT Team to document, and maintain the necessary procedures, forms and logs to identify, route, report and resolve technical issues.
• Document and escalate all security related incidents to Management in a timely manner in accordance with the Northeast Bank incident response policy.
• Assist IT team members as needed with the installation of workstations, laptops, phone configurations and relocation of PCs.
• Update documentation to ensure production equipment and surplus equipment inventories are cataloged properly and maintained as equipment is purchased, transferred, and/or relocated.
• Arrange disposition of obsolete equipment and media in accordance with approved security procedures.
• Work with project management team and management on assigned project tasks to meet departmental and organizational project objectives.
• Participate and present feedback during department and project meetings to report progress and concerns regarding IT work flow assignments.
• Assist in the preparation process for all IT Related audits and Regulatory examinations.
• Complete all mandatory training as assigned in a timely manner.
• Successfully pass technical and regulatory examinations required by the Company.

KNOWLEDGE, SKILLS AND ABILITIES:

• 2+ years of supporting end user technologies
• Intermediate knowledge of computers (hardware and software)
• Intermediate knowledge of communications systems
• Excellent communications skills
• Ability to handle multiple tasks in a timely manner
• Ability to follow direction
• Work independently
• Detail oriented
• Associates degree of equivalent combination of training and experience in computer science or a related field

PHYSICAL DEMANDS AND CONDITIONS:

• Must be reachable and available for emergencies that may occur outside of business hours
• Must be able to remain in a stationary position for long periods of time.
• Reliable transportation, some travel is required.
• Work unpredictable hours including Saturday.
• Work 1 Saturday morning per month for on-call responsibilities.
• Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Consistently operates a computer and other office machinery such as calculator, copy machine and printers.
• The noise level in the work environment is moderately loud due to the computer systems in the facility.
• Must express or exchange ideas and meaning with co-workers, supervisors, customers, and vendors

Northeast Bank is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national original, veteran status and any other classification protected by Law. We celebrate diversity and are committed to creating an inclusive environment for all employees.