Service Desk Analyst

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Essential Duties and Responsibilities include the following. Other duties may be assigned.

Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals.

Provides technical support by answering questions and resolving problems regarding all aspects of the banks departmental computer software applications.

Develops in-dept knowledge of the information needs of the business unit and pursues the technical skills to support those needs.

Develop in depth knowledge of database and database structures to provide application support for the business units.

Monitors systems in the business unit and resolves errors and inefficiencies.

Provide (Level 2) support for departments that have logged problem calls with the Service Desk.

Accepts and updates call tickets as appropriate.

Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.

Enters commands and observes system functions to verify correct system operation.

Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

Instructs users in use of equipment, software and manuals.

Coordinates activities with help desk, network services or other information systems groups.

Replaces defective or inadequate software packages.

Refers major hardware problems to service personnel for correction.

Secondary Duties

Develops in-depth knowledge of applications used by other busness units as assigned.

Acts as internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.

May be asked to work nights, weekends and holidays.

May be included in an on-call rotation.

Provides guidance and mentoring to Desktop Services technicians and team members.

Provides level 1 support as needed.

Some travel may is required.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.