Support Desk Analyst
United Bank
- Charleston, WV
- Permanent
- Full-time
- Provide support by fielding incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective analysis, diagnosis, and resolution of end user requests, per department guidelines.
- Document all pertinent end user identification information, including name, department, contact information and nature of the request.
- Provide a positive support experience by building rapport and eliciting details about the request from Help Desk end users.
- Prioritize Help Desk requests and escalate requests (when necessary) to the appropriate Team or Technician.
- Record, track and document the Help Desk request including all troubleshooting steps taken, successful or unsuccessful, and the final resolution.
- Apply appropriate diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in resolution of the help request.
- Learn and identify appropriate systems, software and hardware used and supported by United Bank.
- Remotely perform fixes at the desktop level, including installing and upgrading software, installing hardware drivers, implementing file backups, and configuring systems and applications.
- Test fixes to ensure request has been adequately resolved.
- High school diploma or equivalent required; 4-year degree in related field preferred
- Minimum of 1 (one) year work related experience highly desired; banking or IT industry a plus.
- Proficient in Microsoft Office products required
- Proficient in Desktop Operating Systems preferred
- Ability to work 40 hours onsite a week and ability to work after-hours on occasion required.
- Customer service orientation and/or prior customer service training required.
- CompTIA A+ certification, Microsoft Office, Operating System certifications, and Support Desk Analyst certifications preferred
- Technical knowledge of PC and desktop hardware preferred
- Hands-on hardware troubleshooting experience preferred
- Working technical knowledge of current protocols, operating systems, and standards preferred.
- Self-motivated
- Ability to effectively follow processes, as well as prioritize and execute tasks in a high-pressure environment preferred.
- Problem Analysis and Resolution focused.
- Dependability
- Communication Proficiency
- Customer Service focused
- Self-Directed
- Keen attention to detail.
- Team-orientated and skilled in working within a collaborative environment.
- Minimum of 40-hour onsite work week.
- Remote work capabilities preferred.
- Flexibility to work in the office or remote as needed.
- Ability to sit, stand, kneel, and bend for extended periods of time.
- Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
- Ability to converse and exchange information with all levels of staff within organization.
- Ability to observe, perceive, identify, and translate data