IT Help Desk Analyst in Greenfield, Massachusetts at Greenfield Savings Bank

Summary: Greenfield Savings Bank is seeking a full-time helpdesk analyst. This role will be part of a team responsible for resolving IT hardware and software issues, providing IT support to our end users, and analyzing and optimizing end user IT systems and software. The helpdesk analyst plays a pivotal role as the first line of support for our organization and is expected to respond to calls, emails, and tickets in a timely and professional manner.

Primary Responsibilities:

• Support and resolve a wide range of incoming hardware and software issues reported by Bank personnel
• Actively monitor the Bank’s ticketing system, RemedyForce, to prioritize and triage IT issues, escalating, when appropriate, to Tier 2 support
• Participate in proactively avoiding service disruption through the deployment of system and application installations, updates, and other maintenance
• Participate in the department’s data protection, disaster recovery, and business continuity planning and test activities
• Maintain accurate service desk records through the ticketing system
• Manage the onboarding and offboarding of end users, including remote access, per approved procedures
• Responsible for preparation of training materials and FAQs for end users
• Collaborate with IT team members to prevent future issues
• Participate in on-call rotation for after-hours break/fix support
• Travel to branch locations to support, as needed
• Other duties, as needed

Requirements:

• Associate’s degree in an IT-related field, or High School Diploma and equivalent experience
• Minimum 2 years’ experience in an IT end-user support role
• Working knowledge of current Microsoft operating systems, M365, and hardware
• Proficiency using a service management system (e.g., ServiceNow, RemedyForce)
• Experience with remote control tools (e.g., Remote Control, BMC Client Manager)
• Exceptional communication, collaboration, and interpersonal skills
• Excellent troubleshooting and analytical skills with a proven ability to resolve problems
• Excellent organizational and time management skills
• Able to regularly travel to branch locations without restrictions
• Ability to lift 40lbs

Desirable Skills:

• IT certifications for supporting PC hardware and software, Microsoft, or similar
• Prior experience working in a financial institution
• Experience implementing and supporting Banking specific applications and hardware

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.