Desktop Support Analyst (On-site Washington State)

Heritage Bank NW; Bremerton (WA); Hybrid; USD 49,000 - 74,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Career growth opportunities

Job summary

Heritage Bank NW is seeking a Desktop Support Analyst to join our Western Operations Center in Bremerton, WA. The role provides Tier 1 support for hardware and software, workstation builds, imaging, and peripheral troubleshooting, with on-site duties in Bremerton.

The ideal candidate has a High School Diploma and 1 year of IT support experience, with strong English communication and a willingness to learn new technologies.

Qualifications

• High School Diploma or equivalent required.
• 1 year of IT support experience including troubleshooting and user support.
• IT certifications and/or accreditations are highly desired.
• Ability to communicate technical info to non-technical users in English.

Responsibilities

• Provide Tier 1 desktop and software support.
• Build, image, repair, and configure workstations.
• Troubleshoot application, email, internet, and peripheral issues.
• Assist with AD accounts and User provisioning as directed.
• Maintain inventory and document issues and resolutions.
• Escalate complex issues to Tier 2/3 as needed.

Skills

IT Troubleshooting

End-user Support

English Communication

Time Management

Education

High School Diploma or equivalent

Tools

Active Directory

Windows OS

MS Office

Job description

Heritage Bank has an exciting opportunity to join our organization!

We are seeking a Desktop Support Analyst at our Western Operations Center in Bremerton, WA. The Desktop Support Analystis responsible for providing Tier 1 support troubleshooting hardware and software issues, workstation builds, repairs, configurations and imaging. Additional responsibilities include supporting and troubleshooting application, email, internet and peripheral issues.

This position is Full Time, typical schedule is Monday through Friday, 8:00a.m. to 5:00p.m. Flexibility is required to work as needed to ensure adequate staffing for training or employee absences.

This position is fully on-site in Bremerton, WA.

Base Salary Range

$23.69 - $29.61 - $35.54 hourly

The Role at a Glance

• Troubleshoots and researches problems for end users, while maintaining appropriate documentation.
• Ensures requests are attended to in the prescribed timeframe and escalation of issues is timely and efficient, following procedural guidelines.
• Assists in the maintenance of Active Directory and Application Accounts for end users as directed by documented procedures.
• Performs a variety of basic technical tasks in the diagnosis, repair and maintenance of computers, peripherals, and equipment.
• Uses established tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicates with manager regarding unresolved problems.
• Escalates the more complex issues to appropriate Tier 2 /3 support teams in a timely manner.
• Records and maintains inventory of hardware, software, peripheral network devices, and licensing.
• May install printers, copiers, scanners and peripheral equipment, which includes field installations, repairs, and moves and/or new branch openings as requested. Ensure all requests are in accordance with procedures, reviewed, documented, and approved by management.
• Ensures hardware, software, and network upgrades, installs, changes and relocations are efficiently completed, as required. Communicates intended/scheduled changes to management and staff when necessary, in a timely manner.
• Participates in drafting training materials from end-user frequently asked questions and knowledge base artifacts, for management review and approval. Updates and maintains on a regular basis.
• Maintains confidentiality with regard to all information processed, stored or accessed on the network.
• Contributes to the success of the department with willingness to share in all department responsibilities, as required or assigned.

Core Skills and Qualifications

• High School Diploma or equivalent - required.
• 1 year of recent relevant work experience in an IT support role, to include system configuration, setup, troubleshooting and user support – required.
• IT certifications and/or accreditations – highly desired.
• Equivalent combination of education and comparable work experience may be considered.
• Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
• General business communication skills, with demonstrated ability to effectively communicate technical information verbally and in writing to non-technical personnel, and the ability to read, write, speak, and
  understand English well.
• Strong planning, organizational, time management, and follow up skills, demonstrating a strong sense of urgency ensuring that priorities are set and commitments and deadlines are met.
• General knowledge of network architecture and various troubleshooting tools and techniques and ability to install, configure and maintain personal computers, networks and related hardware and software.
• General knowledge of computer network security systems, procedures, techniques, and applications.
• General knowledge of PC hardware troubleshooting, diagnostic testing, repairing, network configuration, and Windows desktop operating systems.
• Unquestionable integrity in handling sensitive and confidential information required.
• Proficient use of MS Office products (Word, Excel, Outlook), desktop operating systems and various software applications, and retrieval of data, with the ability to adapt to, support and learn new technologies quickly; with a strong aptitude to quickly learn technical concepts

Working Environment/Conditions

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
• Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work a flexible and/or rotating schedule and or extended hours, which may require assisting at other locations, or remotely, as needed.

Physical Demands/Effort

• Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Work requires almost exclusive time spent using a telephone and computer; in the course of performing this position spends time writing, typing, speaking, listening, seeing (such as close, color and peripheral vision, depth perception and adjusted focus).
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials, install equipment or wiring in confined spaces.
• Occasional lifting up to 75 lbs. (e.g., files, boxes, equipment).

Travel Time

Travel Time:Varies – up to 40%; Willingness to travel to other Bank locations and meeting sites which may include overnight travel availability when needed; valid driver’s license, proof of insurance, and access to reliable transportation; or the ability to access and utilize an alternative method of transportation, when needed, to carry out job-related essential functions.

At Heritage Bank, we work hard, but also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!

As part of our team you’ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date, and/or hours worked. To view Benefits Summary: Apply > Current Openings > position > attachment.

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all qualifications for this position.

Heritage Bank is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other basis protected by applicable law.

Job applicants have certain legal rights. Please clickhere for information regarding these rights.

If you need assistance completing the online application, please email: [e-mail]

Salary Range Disclaimer

The base salary range represents Heritage Bank’s current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank’s total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.