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Help Desk Analyst

Expired Job

Peoplesbank York , PA 17405

Posted 2 months ago

Position Summary

Responsible for providing Tier I Information Technology support to internal and external clients. Escalate incidents, problems, and issues to the next level of support as necessary to expedite resolution. Log, track, assign, and manage work orders for IT system changes and requests.

Essential Requirements, Duties, and Responsibilities

  • Satisfactorily complete all daily processing activities as assigned. These include activities related to daily operations tasks and end of day processing for Internet banking, core banking, report preparation and distribution, statement processing, notice and check printing, network backups, logging of activities, and other related duties.

  • Assist Application Analysts with projects, troubleshooting, vendor management, case management, and other assignments.

  • Help Desk responsibilities include answering phone calls, monitoring the support e-mail account, troubleshooting issues, and communication with end users.

  • Ensure compliance with bank policies, industry regulations, and best practices for Configuration Management, Change Management, and Software Implementation. Document all issues, requests, changes, projects, and troubleshooting steps in Work Order and Project Management tracking systems.

  • Review open work orders, work with technicians to validate and update work order status notes, provide status updates and negotiate work order changes with end users.

  • Participate in the IT department on-call rotation, providing one week of 24/7 support for all IT systems, as required (typically every 6-8 weeks).

  • Early morning, evening, and weekend hours may be required for system implementations, upgrades, changes, and system support.

  • Understands the Bank's BSA/AML Policy, including satisfactory completion of required annual BSA/AML training as applicable to position and appropriately applying this knowledge to daily activities and responsibilities, specifically understanding that any suspicious activity must be reported to the BSA Officer immediately.

Educational & Other Requirements

  • Two year college degree or technical school training preferred; Information Systems, Information Technology, Computer Science, or similar.

  • IBM System i (iSeries / AS/400) experience helpful, but not required.

  • One or more years of banking industry experience preferred.

  • One or more years of experience supporting Microsoft Windows systems preferred.

  • CompTIA, Help Desk, ITIL IT Service Management, and/or other IT certifications a plus.

  • Good communication skills and pleasant client-focused attitude required.

  • Interact effectively with customers and employees via face-face, telephone and e-mail communication methods.

  • Communicate clearly and effectively, while exhibiting a helpful and positive attitude to clients, bank employees and system vendors.

  • Recognize and react to potential problems or security threats by immediately notifying supervisor.

  • Technical troubleshooting skills required. Work with end users, IT staff, and vendors to research, troubleshoot, and resolve issues. Persistently pursue issue resolutions. Provide timely and accurate status reports. Promptly escalate issues as appropriate.

  • Ensure that problem and change management tickets are logged in a timely and thorough manner.

  • Must be bondable.

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Help Desk Analyst

Expired Job