Service Desk Analyst

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

• SUMMARY/OBJECTIVES

The IT Service Desk Analyst I 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 incidents, as well as escalating tickets when appropriate to maintain SLA expectations. Problem resolution may involve the use of diagnostic, help request tracking and remote-control tools. This is a remote position that can be based out of Florida, South Carolina, North Carolina, Georgia, Alabama, or Virginia.

ESSENTIAL FUNCTIONS

• Field incoming requests to the Service Desk via telephone, e-mail and chat to ensure courteous, timely and effective resolution of end user issues.

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

• Build rapport and elicit problem details from Service Desk customers.

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

• Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Install software and updates on PCs and mobile devices.

• Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform preventative maintenance, including troubleshooting of workstations, printers, mobile devices and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Alert management to emerging trends in Incidents.

• Reinforce SLAs to manage end-user expectations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Ability to absorb and retain information quickly.

• Strong customer service skills and mindset.

• Keen attention to detail, including proficiency in clear and understandable ticket documentation.

• Experience working in a team-oriented, collaborative, and fast-paced environment.

Qualifications, Education, and Certification Requirements

• Education: High school diploma or equivalent

• Experience: 0-2 years of technical support experience

• Basic knowledge of Microsoft Office applications

• Basic knowledge of computer hardware, software, and networking concepts

• Good communication skills and ability to work well in a team

• Familiarity with common operating systems like Windows, and macOS

• Basic troubleshooting skills to diagnose and resolve simple technical issues

• Understanding of mobile devices and applications

• Ability to follow documented procedures and instructions

• Certifications/Specific Knowledge: Good interpersonal skills, good computer skills, ability to read, write, speak, and understand English.

TRAINING REQUIREMENTS/CLASSES

• On the job training and any additional training as needed. Required annual compliance training.

• New Employee Orientation as well as continual update of processes of banking systems.

PHYSICAL DEMANDS

• This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

When working remotely, must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.

• Additional Job Description

Additional Job Description

ESSENTIAL FUNCTIONS

• Field incoming requests to the Service Desk via telephone, e-mail and chat to ensure courteous, timely and effective resolution of end user issues.

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

• Build rapport and elicit problem details from Service Desk customers.

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

• Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Install software and updates on PCs and mobile devices.

• Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform preventative maintenance, including troubleshooting of workstations, printers, mobile devices and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Alert management to emerging trends in Incidents.

• Reinforce SLAs to manage end-user expectations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Ability to absorb and retain information quickly.

• Strong customer service skills and mindset.

• Keen attention to detail, including proficiency in clear and understandable ticket documentation.

• Experience working in a team-oriented, collaborative, and fast-paced environment.

Qualifications, Education, and Certification Requirements

• Education: High school diploma or equivalent

• Experience: 0-2 years of technical support experience

o Basic knowledge of Microsoft Office applications

o Basic knowledge of computer hardware, software, and networking concepts

o Good communication skills and ability to work well in a team

o Familiarity with common operating systems like Windows, and macOS

o Basic troubleshooting skills to diagnose and resolve simple technical issues

o Understanding of mobile devices and applications

o Ability to follow documented procedures and instructions

• Certifications/Specific Knowledge: Good interpersonal skills, good computer skills, ability to read, write, speak, and understand English.

TRAINING REQUIREMENTS/CLASSES

• On the job training and any additional training as needed. Required annual compliance training.

• New Employee Orientation as well as continual update of processes of banking systems.

PHYSICAL DEMANDS

• This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

When working remotely, must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed