Desktop Support Analyst

Job Title:

Desktop Support Analyst

Location:

Block 23

What you'll do:

The role is a Desktop Support Analyst and will be responsible for assisting the Desktop Support leadership team drive process improvement and support business and IT initiatives. Working closely with the Desktop Support manager, this position will play a crucial role in analyzing and understanding business and technology needs.

The Desktop Support Analyst is tech savvy, a natural collaborator and problem solver and drives for continuous improvement. The analyst will act as a backup Desktop Support Technician and may be asked, on occasion, to perform any task performed by a desktop support technician. Although primarily based out of downtown Phoenix, the role will require some travel to branch locations within Arizona as well as locations in other states. This role is onsite 5 days per week.

What we are looking for:

Responsibilities:

Analyze existing computer systems and processes; make recommendations for upgrades and improvements

Using multiple tool sets, create value-added reports and metrics, to support business and IT initiatives.

Communicate the results of data analysis in written and verbal form to Desktop Support and IT Operations leadership.

Assist in analysis of the Desktop Support team's audit and non-audit identified issues; seek mitigation steps and solutions

Assist in testing, evaluating and reporting on new computing solutions such as virtual desktops, physical laptops, mobile devices, etc.

Collaborate with Desktop Support supervisors and technicians to identify and close gaps in knowledge and processes to increase customer satisfaction and efficiency

Identify and take action on process efficiencies including researching, testing, developing proof of concepts and execution

Participate in the installation, monitoring, and maintenance of all bank provided end user hardware, software, mobile devices, and peripherals

Develop and maintain Knowledge-based articles for complex issues and user-related troubleshooting

Design and develop operational dashboards and reports using a variety of software

Manage assigned work through Tickets, Incidents and Project work

Participate in on call rotation, may be required to work nights/weekends as needed

This role is onsite 5 days per week

Qualifications:

A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar work experience

Minimum of 5 years in a helpdesk, desktop support or similar technical customer service role with a strong background in Supporting MS Office Suite, Windows 10/11, mobile devices and printers

Experience participating in and leading technical initiatives and projects

Relevant industry certifications such as ITIL Foundation, A/Sec/Net+

Working knowledge of SCCM / MECM reporting

PowerShell scripting experience, intermediate MS Excel skills with the ability to analyze and manipulate data in spreadsheets using formulas and pivot tables

Some software and hardware asset management exposure, software license management a plus

Understanding of cloud technologies such as virtual desktops and the modern digital workplace, and management systems such as Intune, Azure AD and Virtual desktops

Practical experience installing, troubleshooting and maintaining computer systems.

Must be proficient using and supporting MS Office Suite

Experience supporting conference room equipment preferred

Strong analytical and problem solving skills; Strong written and verbal communication skills.

Capacity to work independently and in a team

Reliable transportation and willing to travel

Benefits you'll love:

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation