IT Support Analyst

Delivers foundational technical support and assistance by troubleshooting and resolving basic hardware, software, and digital service issues to ensure seamless user access and minimize operational disruptions. Works under moderate supervision to deliver timely solutions., Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Assists in the tracking, diagnosis, and resolution of basic technical problems, ensuring timely resolution.
• Troubleshoots routine hardware, software, and network problems to restore service and functionality under moderate supervision.
• Escalates unresolved or complex issues to higher-level support teams following established procedures.
• Supports deskside device setup, maintenance, and user assistance as needed.
• Documents support activities and user interactions accurately in the ticketing system.
• Follows established technology standards, policies, and procedures.
• Supports daily activities within technical support teams.
• Checks and makes minor adjustments to technical support work methods to solve routine problems.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent education and prior relevant work experience.
• Minimum of 2 years of experience in technical support.
• Knowledge in information systems networks., * Associate degree or coursework in an IT-related field.
• Experience in the financial services industry.
• Understanding of technical support solutions, methodologies, processes, and systems.