Desktop Analyst III

Overview

Who We Are:

For over a century, HarborOne's mission has not wavered, total commitment to our customers, our communities, and our colleagues. Founded in 1917 to serve the growing financial needs of our local communities, HarborOne continues to honor and embrace its commitment to strengthen and empower the communities where our customers and employees live and work.

Today, HarborOne has 30 branches in southeastern Massachusetts and Rhode Island and 2 commercial lending offices in Boston and Providence. Our corporate values of accountability, integrity, respect, trust and teamwork are core to how we manage our business and our relationships with our customers. Working at HarborOne will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Job Description:

The Desktop Analyst role will support and maintain organizational computer systems, desktops, peripherals, and network equipment. This position will be focused on supporting the technical needs of our growing sales division and corporate staff while also being part of a dynamic role within the technology department. Day-to-day includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimum productivity levels. This position will also troubleshoot escalated technical requests (in person, by telephone, or via helpdesk tickets) in a timely and accurate fashion, and provide end-user assistance where required.

Responsibilities

Responsibilities:

• Provide second and third-level support and in-person assistance to users on any approved application or system operating within the bank.

• Assist with the delivery of software through the Bank's automated environment such as Citrix, Microsoft System Center Configuration Manager (SCCM), and other technologies.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.

• Update and maintain asset management system, including ongoing inventory and managing of the entire equipment lifecycle process.

• Perform diagnosis and resolution of complex (Windows) desktop problems for end users and recommend and implement solutions for corporate and branch locations as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.

• Update and maintain asset management system, including ongoing inventory and managing of the entire equipment lifecycle process.

• Manage the imaging and delivery process for onboarding and upgrades of company equipment.

• Timely response to escalated support requests and assigned tickets according to specified priority levels.

• Advanced support of company software, including Outlook, Skype, and SharePoint

• Assist the Infrastructure team in testing and deployment of new applications and systems.

• Monitor and assess desktop and laptop performance on a day-to-day basis.

• Accountable for the completion of assigned deliverables with little day-to-day management

• Some travel may be required on an as-needed basis.

Qualifications

Required Skills:

• 5-6 years experience in an IT support role required

• Bachelor's degree in a CS major (preferred)

• Excellent Customer Service/Interpersonal Skills

• Strong time management skills

• Strong troubleshooting skills

• Attention to detail

Compensation:

Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits:

Our benefit package* may include:

• Paid vacation and sick time

• Medical and dental insurance

• Pre-tax premium program

• Health Reimbursement Account/Health Savings Account

• Employee Stock Ownership Plan (ESOP)

• 401K plan

• Life Insurance

• Tuition reimbursement and tuition assistance programs

• Short term and Long term disability insurance