The Support Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

RESPONSIBILITIES:

• Provide support by fielding incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective analysis, diagnosis, and resolution of end user requests, per department guidelines.
• Document all pertinent end user identification information, including name, department, contact information and nature of the request.
• Provide a positive support experience by building rapport and eliciting details about the request from Help Desk end users.
• Prioritize Help Desk requests and escalate requests (when necessary) to the appropriate Team or Technician.
• Record, track and document the Help Desk request including all troubleshooting steps taken, successful or unsuccessful, and the final resolution.
• Apply appropriate diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in resolution of the help request.
• Learn and identify appropriate systems, software and hardware used and supported by United Bank.
• Remotely perform fixes at the desktop level, including installing and upgrading software, installing hardware drivers, implementing file backups, and configuring systems and applications.
• Test fixes to ensure request has been adequately resolved.

• High school diploma or equivalent required; 4-year degree in related field preferred
• Minimum of 1 (one) year work related experience highly desired; banking or IT industry a plus.
• Proficient in Microsoft Office products required
• Proficient in Desktop Operating Systems preferred
• Ability to work 40 hours onsite a week and ability to work after-hours on occasion required.
• Customer service orientation and/or prior customer service training required.
• CompTIA A+ certification, Microsoft Office, Operating System certifications, and Support Desk Analyst certifications preferred
• Technical knowledge of PC and desktop hardware preferred
• Hands-on hardware troubleshooting experience preferred
• Working technical knowledge of current protocols, operating systems, and standards preferred.
• Self-motivated
• Ability to effectively follow processes, as well as prioritize and execute tasks in a high-pressure environment preferred.

KEY COMPETENCIES:

• Problem Analysis and Resolution focused.
• Dependability
• Communication Proficiency
• Customer Service focused
• Self-Directed
• Keen attention to detail.
• Team-orientated and skilled in working within a collaborative environment.

ESSENTIAL FUNCTIONS

• Minimum of 40-hour onsite work week.
• Remote work capabilities preferred.
• Flexibility to work in the office or remote as needed.
• Ability to sit, stand, kneel, and bend for extended periods of time.
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Ability to converse and exchange information with all levels of staff within organization.
• Ability to observe, perceive, identify, and translate data