Desktop Analyst III

Make Your Move; United States; On-site; USD 68,000 - 88,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) matching

Tuition reimbursement

Employee referral program

Annual holiday reception

Summer family outing

Job summary

Salem Five, a growing regional financial services organization, seeks a Help Desk Analyst to provide timely support for internal and remote users across multiple bank locations in Salem, MA.

You will handle first and second line support, manage the helpdesk queue, diagnose and resolve issues with desktop operating systems and applications, and contribute to knowledgebase updates. A Bachelor’s degree or equivalent plus 5–6 years of related experience is expected.

Qualifications

• Bachelor's degree or equivalent from a four-year college or technical school; or 5–6 years related experience and/or training; or equivalent combination of education and experience.
• Microsoft, Cisco and other certifications or demonstrated practical experience.
• We offer comprehensive benefits including medical, dental, and vision; FSA and HSA; 401(k) matching; and tuition reimbursement.

Responsibilities

• Provides timely support and sets attainable expectations for internal and remote customers supported by the helpdesk, including first & second line support to all bank locations and departments.
• Monitors the helpdesk queue and ensures tickets are addressed per service levels.
• Diagnoses and resolves problems with application software and operating systems; escalates when needed.
• Creates knowledgebase articles and updates documentation for production problems.
• Maintains interconnectivity of workstations with servers and other systems; guides users on software usage.
• Performs system builds, staging of new PCs, and hardware inventory maintenance.
• Assists with onboarding and training of new employees within the Help Desk team.

Skills

Help desk support

Desktop operating systems

Customer service

Education

Bachelor's degree (B.S.) or equivalent

Tools

Microsoft certifications

Cisco certifications

Job description

Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

This position requires the ability to work in the Salem, MA office.

Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.

Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about.

JOB DUTIES AND RESPONSIBILITIES include, but are not limited to the following:

• Provides timely support and sets attainable expectations for the internal and remote customers supported by the helpdesk. This includes first & second line support to all bank locations and departments. Provides support to desktop operating systems and applications; as well as centrally administered business line applications; track support issues directed to distributed teams as appropriate.
• Monitors the helpdesk queue and proactively participates in managing the queue to ensure all tickets are being addressed in accordance with our operating service levels.
• Understands the features and facilities of desktop product suites and can implement changes and enhancement in accordance with those strategies.
• Creates alternative methods of completing tasks to correct user errors and system inconsistencies to improve the desktop function; when these alternative methods deviate from standards, ensures the appropriate administrative tasks are complete.
• Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature; escalates as needed. Recognizes the need to elevate problems and knows own limitations and seeks help when needed.
• Contributes/reviews cases to the knowledgebase in well written audience centered business language; updates documentation and follows administrative record keeping requirements.
• Ensures workstations interconnect seamlessly with diverse systems including associated application systems, file servers, email servers, web conferencing systems, and administrative systems; provides appropriate level of support and guidance on usage of supported software products.
• Performs help desk functions by taking calls and using the helpdesk software to track, identify and resolve problems. Notifies the Client Services Manager of possible recurring trends to assist in preventative activities.
• Assists the Client Services Manager with reporting of metrics and other key performance indicators.
• Performs system builds and repairs; Works with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Staging and implementing new and reallocated PCs (hardware & software). Maintenance of the PC hardware inventory.
• Uses effective listening skills to develop understanding of user questions or problems.
• Collaborates with engineering on production tickets that affect the desktop environment.
• Efficiently manage support tickets and meet timelines of assigned projects.
• Updates all documents affected by change as directed and documents solutions to production problems. Maintains familiarity with support documentation and tools in workplace.
• Assists with the onboarding and training of new employees within the Help Desk team.
• Regular attendance is essential to this position.
• Assumes additional responsibilities as requested.

EDUCATION and/or EXPERIENCE

Bachelors degree (B.S.) or equivalent from four-year college or technical school; or five - six years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses Registrations

Microsoft, CISCO and other certifications or demonstrated practical experience.

We offer a comprehensive benefits package designed to support your well‑being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range

$68,000 - $88,000

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

PHYSICAL DEMANDS

The physical demands described here are representative of those, which must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; sit; climb; or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.