Helpdesk Support Analyst

Responsibilities Serves as the primary technical position responsible for the proper operation, maintenance, and support of Partners Bank’s back‑office equipment and systems Responsible for provisioning PC’s, Laptops, and mobile devices and related equipment service and support activities Ensures the technology services procedures manual is updated on a regular basis Effectively supports bank employees with varying degrees of technical expertise Ensures installed end user equipment is properly functioning and supported Responsible for documenting end user device functionality related functions Responsible for ensuring all technology services duties are performed in compliance with internal procedures and regulatory requirements Manages the bank’s hardware assets to include tracking, updating and recommendations for replacement technologies Works with other Information Technology personnel in designing, implementing, and supporting an effective system access and security environment Manages the bank’s helpdesk request process and triages tickets, escalating as defined by policy Maintains awareness of new technologies and determines the best course of action to obtain strategic advantage without subjecting the bank to any undue risk Maintains Information Security requirements as required by bank policy and regulation Provide level one monitoring of end point protection to include Anti-virus alerts and predefined IT Event Monitoring Alerts Assist Senior IT Personnel in the standardization, configuration, testing, and documentation of computer hardware, networking software and operating system software Provides necessary training to Partners Bank personnel on operational and support topics Manages onboarding tasks for new employees or internal job changes Assists with end user updates and patches Assists with tracking, managing, and updating Bank Applications in a timely manner Maintains a working knowledge of Microsoft Desktop Applications, other third‑party applications, and bank specific applications Assumes the role of Subject Matter Expert (SME) for technology related to job functions Develops, updates, manages, and documents standard bank desktop images Assume additional responsibilities as requested Requirements One to three years of experience in a hands‑on Helpdesk Support role or equivalent position Desirable but not required certifications such as CompTIA A+, Microsoft Certified IT Professional Ability to work flexible schedules Ability to work onsite and remotely as needed Working knowledge of Information Technology Infrastructure Library (ITIL) Working knowledge of Information Security Principles Experience in PC and Mobile Device life cycle management Strong interpersonal skills that include listening, teamwork, responsibility, dependability, leadership, motivation, flexibility, patience, and empathy Excellent problem‑solving skills Excellent communication and collaboration skills Ability to multitask in a fast‑paced environment Desire for continuous education #J-18808-Ljbffr Jobtailor