IT SERVICE DESK ANALYST

The IT Service Desk Analyst will provide first and second line technical support to internal Signature Bank Team Members. The successful candidate will require an aptitude for working with applications/systems to analyze, diagnose and resolve technical problems, which may range from straightforward to more complicated technical issues., * Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.

• Receive, log, and manage calls from Team Members via telephone and email
• Maintain an Asset Database and track changes
• First and second line support - Troubleshoot IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends and relative reports for this position
• Publish support documentation to assist Team Members with requests for information and provide training
• Basic Active Directory knowledge: create user accounts, reset passwords, create groups etc.
• Facilitate smartphone and tablet account management
• Arrange for external technical support when problems cannot be resolved in-house
• Perform all other tasks requested as they relate to the Bank and its functions.
• Perform off duty and on call functions pertaining to technology requirements

Do you have experience in Systems analysis?, Do you have a High school diploma or GED?, A successful Team Member will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success., * High school diploma or general education degree required.

• College degree or technical vocation certification preferred, 2+ years in IT related field.

Skills / Knowledge / Abilities:

• Strong Windows system administration skills (Win10, Server 2012, Server 2019)
• Previous experience with computer hardware, operating system software and desktop applications with a specific concentration in one or more areas.
• Experience with Active Directory and Group Policy.
• Basic understanding of network topologies.
• Understanding of SAN, NAS environments Microsoft Office Products, VMWare and/or Virtual environments.
• Must have the ability to work independently and as part of a team.
• Ability to promptly answer support related email, phone calls, and other electronic communications.
• Ability to perform problem analysis, logically organize and prepare technical documentation and effectively communicate both orally and written.
• This position also requires that the Team Member have the ability to adapt to an ever-changing technology environment.
• Must be able to take on new challenges and technologies with the ability to obtain knowledge on current technologies in place., * Able to lift up to 30 pounds
• Use of fine motor skills

• General office environment
• May be necessary to work extended hours and weekends
• Periodic travel
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.