Service Desk Analyst

POSITION SUMMARY

As part of the Service Desk team, you will provide first line remote IT support for Provident Bank’s computer systems, hardware, and software.

You will primarily be responsible for supporting Provident employees and assist in resolving technical issues around end user access issues, network connectivity problems, peripheral and application support.

As an extremely reliable member of the team, you demonstrate excellent communication and troubleshooting skills and are comfortable working in both an IT and financial services team-based environment.

MAJOR JOB RESPONSIBILITIES

• Provides first level support and delivers Service Desk objectives that include the following but not limited to :
• Responds to phone calls, self-service requests, and emails from end users requesting service and support.
• Ability to utilize multiple resources to determine root causes and resolutions of technology problems and incidents.
• Successfully resolves technology issues / requests concerning user access to resources and the operation of various IT systems and services.
• Effectively communicate technical information to non-technical end users while providing regularly communication to all stakeholders.
• Successfully follows standard team procedures for managing and documenting work within designated IT service management platform.
• Works closely with the other IT groups to ensure accurate escalation of issues.
• Helps coordinate activities of onsite and offsite service vendors.
• Achieves individual and team metrics / KPI / SLAs as outlined by the organization.
• Successfully follows assigned hybrid support rotation schedule (may include weekend support).
• Provides first level support after business hours as part of Service Desk on call support rotation
• Follows Service Desk team procedures / guidelines, training and performs other duties as directed by management.

SUPERVISORY RESPONSIBILITIES

None

SKILLS AND TRAINING

• Intermediate Level : Active Directory, troubleshooting desktop Windows 10 / 11 OS issues, Microsoft / Office 365 administration, Microsoft Office
• Basic Level : Antivirus, application installation, mobile OS, network LAN & connectivity troubleshooting, printer troubleshooting, SSO, MFA, Zoom
• Experience with FIS, Horizon, ServiceNow, Genesys, LastPass, DUO, Cisco AnyConnect is strongly preferred
• Financial Institution experience strongly preferred
• Excellent communication skills, both verbal and written, are required
• Ability to provide customer support, technical assistance and / or basic software support
• Ability to establish and maintain working relationships with all levels of staff and management
• Ability to accurately handle multiple support requests and project tasks simultaneously
• Passion for people, collaboration, authentic, and unafraid to learn from mistakes.
• Excel in the fail-fast and continuous improvement service methodologies

EDUCATION

High School Diploma or GED

WORK EXPERIENCE

2 years related experience

LICENSES AND / OR CERTIFICATES

• CompTIA A+ is required (other IT industry-specific certifications matching this will be considered)
• Comptia Network+ is preferred

WORKING CONDITIONS

Work is performed in a normal office environment. Noise levels are usually moderate. May also require travel to other Bank locations.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management.

Job descriptions and duties may be modified when deemed appropriate by management.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.