Banking IT Help Desk Pro — Fast, Friendly User Support

Burke & Herbert Bank & Trust; Moorefield (WV); On-site; USD 27,552 - 38,572; Full time

Job summary

Burke & Herbert Bank & Trust is seeking a Help Desk Analyst to support bank users with access issues, hardware and software problems, and network connectivity. You will handle inquiries in person, over the phone, or remotely, leveraging ITIL practices and a Service Desk ticketing system.

The role emphasizes excellent customer service, clear communication, and strong problem-solving under occasional pressure. Some weekend coverage may be required in a clerical office environment.

Qualifications

• Minimum two years as Help Desk Analyst or associate's degree in information systems.
• Familiarity with ITIL methodologies.
• Experience with Service Desk ticketing software.
• Experience with EntraID, Active Directory, and MS Office.

Responsibilities

• Resolve user access problems, printer connections, and related issues.
• Monitor incident calls to ensure timely and accurate responses.
• Provide technical assistance for bank computer systems.
• Assist users in person, via telephone, or remotely.
• Communicate effectively and document solutions clearly.

Skills

Customer service

Communication

Troubleshooting

ITIL

Analytical

Teamwork

Stress management

Education

Associate degree in information systems

Tools

EntraID

Active Directory

Microsoft Office

Job description

Burke & Herbert Bank & Trust is seeking a Help Desk Analyst to support bank users with access issues, hardware and software problems, and network connectivity. You will handle inquiries in person, over the phone, or remotely, leveraging ITIL practices and a Service Desk ticketing system.

The role emphasizes excellent customer service, clear communication, and strong problem-solving under occasional pressure. Some weekend coverage may be required in a clerical office environment.