IT Help Desk Analyst

Helpdesk AnalystGreenfield Savings Bank is seeking a full-time helpdesk analyst. This role will be part of a team responsible for resolving IT hardware and software issues, providing IT support to our end users, and analyzing and optimizing end user IT systems and software. The helpdesk analyst plays a pivotal role as the first line of support for our organization and is expected to respond to calls, emails, and tickets in a timely and professional manner.Primary ResponsibilitiesSupport and resolve a wide range of incoming hardware and software issues reported by Bank personnelActively monitor the Bank's ticketing system, RemedyForce, to prioritize and triage IT issues, escalating, when appropriate, to Tier 2 supportParticipate in proactively avoiding service disruption through the deployment of system and application installations, updates, and other maintenanceParticipate in the department's data protection, disaster recovery, and business continuity planning and test activitiesMaintain accurate service desk records through the ticketing systemManage the onboarding and offboarding of end users, including remote access, per approved proceduresResponsible for preparation of training materials and FAQs for end usersCollaborate with IT team members to prevent future issuesParticipate in on-call rotation for after-hours break/fix supportTravel to branch locations to support, as neededOther duties, as neededRequirementsAssociate's degree in an IT-related field, or High School Diploma and equivalent experienceMinimum 2 years' experience in an IT end-user support roleWorking knowledge of current Microsoft operating systems, M365, and hardwareProficiency using a service management system (e.g., ServiceNow, RemedyForce)Experience with remote control tools (e.g., Remote Control, BMC Client Manager)Exceptional communication, collaboration, and interpersonal skillsExcellent troubleshooting and analytical skills with a proven ability to resolve problemsExcellent organizational and time management skillsAble to regularly travel to branch locations without restrictionsAbility to lift 40lbsDesirable SkillsIT certifications for supporting PC hardware and software, Microsoft, or similarPrior experience working in a financial institutionExperience implementing and supporting Banking specific applications and hardwareGreenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.