Desktop Support Analyst

Title: IT Analyst

Type: Contract

Location: Charlotte, North Carolina (100% Onsite Monday - Friday)

***Important for this position***

• face to face support experience (Deskside Support)
• break/fix experience

A single point of contact for onsite technical support and general queries (including hardware, software, e-Messaging, mobile devices, education on the bank’s technology processes) to The Bank Group employees in all lines of business.

This business operates 100% onsite Mon-Fri. Working in collaboration with support teams, the business relies on The Breakroom employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first visit resolution rates.

Job Description / Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

• Provide onsite support to the bank’s employees and contractors for technical issues involving (but not limited to);
  applications and software as well as the bank provided devices and hardware.
• Ensure a high level of service delivery in accordance with the bank’s Framework and policies.
• Educate end users on hardware, software and access request processes.
• Perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
• Ability to troubleshoot, diagnose hardware issues and perform repairs on various types of laptops and desktops.
• Identify trends and opportunities for improvement as well as provide ongoing feedback.
• Identify and escalate wide-impact or potential wide-impacting issues/outages.

Qualifications / Skills / Experience:

• Face to face support experience (Deskside Support)
• Break/fix experience
• Excellent written and oral communication skills
• Ability to work flexible schedules based on business forecast requirements (which are subject to change)
• Above average computing and navigational skills
• Exceptional customer service skills
• Experience with ticketing systems
• A team player who collaborates effectively with peers and other teams
• Good knowledge of Microsoft 0365 products (Outlook, Word, Excel, OneNote and PowerPoint)
• 2-4 Years Experience
• CompTIA A+ certification

Technical/Troubleshooting ability:

A technical support background or related education including experience with some or all of the following: Windows 10, 11, Edge/Chrome/Firefox/Safari, MAC, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, Office for Mobile, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support. Experience with iPhone/iPad, and Android devices.