Help Desk Analyst

First National Bankers Bank; Birmingham (AL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Company parties

Competitive salary

Dental insurance

Health insurance

Paid time off

Parental leave

Vision insurance

Job summary

First National Bankers Bank is seeking a Help Desk Analyst to provide first-level support for end-users’ hardware, software, and systems. You will handle requests via phone, email, and ticketing tools, troubleshoot issues, and document resolutions to support operations.

The role requires working with Microsoft environments (Active Directory, Exchange, Windows permissions) and a security-first mindset, with occasional remote assistance and hands-on setup of devices.

Qualifications

• handles first-level support for end-users via phone, email, or ticketing system.
• communication and problem-solving to resolve issues
• ability to document resolutions and maintain records

Responsibilities

• Serve as the first point of contact for technical assistance to end-users via phone, email, and ticketing system.
• Troubleshoot, diagnose, and resolve hardware and software issues both in-person and remotely in a timely manner.
• Image desktops and laptops to be deployed to end-users; setup and configure printers, scanners, cameras, iPhone/iPad, etc.
• Work with Microsoft operating systems and tools such as Active Directory, Exchange, and Windows permissions.
• Must have a strong security focused approach.
• Assist with special projects and security initiatives.
• Redirect unresolved issues to the next level of support when necessary.
• Follow-up to make sure issues have been completely resolved.
• Maintain technical documentation of software installation practices, hardware and software configurations, and problem troubleshooting.
• Must be able to communicate clearly and effectively, adapt to change, and have strong problem solving and analytical skills.

Skills

Customer support

Troubleshooting

Communication

Documentation

Analytical skills

Tools

Active Directory

Exchange

Windows permissions

Job description

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

SUMMARY: The Help Desk Analyst's role is to offer first-level support and technical assistance to end-users who are using hardware, software, or other computer systems. This includes receiving, prioritizing, resolving and documenting end-user requests in a timely manner. Support may be in person and hands-on, or may require remote access systems be used.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for technical assistance to end-users via phone, email, and ticketing system.
• Troubleshoot, diagnose, and resolve hardware and software issues both in-person and remotely in a timely and courteous manner.
• Image desktops and laptops to be deployed to end-users. Setup and configure other hardware such as printers, scanners, cameras, iPhone/iPad, etc.
• Work with Microsoft operating systems and tools such as Active Directory, Exchange, and Windows permissions.
• Must have a strong security focused approach.
• Assist with special projects and security initiatives.
• Redirect unresolved issues to the next level of support when necessary.
• Follow-up to make sure issues have been completely resolved.
• Maintain technical documentation of software installation practices, hardware and software configurations, and problem troubleshooting.
• Must be able to communicate clearly and effectively, adapt to change, and have strong problem solving and analytical skills.