IT Service Desk Analyst

Avidia Bank; Westborough (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Avidia Bank is seeking a technically skilled IT Support professional to provide first and second level Help Desk assistance for bank employees. The role covers desktop hardware support, imaging, patching, and resolving tickets to maintain SLA targets and security standards.

Responsibilities include patch management coordination, vendor coordination for interfaces and permissions, and ongoing monitoring of server logs and WAN/LAN support.

Qualifications

• Bachelor’s degree in computer science or related technical field.
• Hardware/software installation and maintenance experience.
• Experience in supporting Microsoft 365 environment.
• Experience in Desktop Engineering.
• Strong problem-solving and interpersonal skills.
• Ability to relate complex material in a user-friendly manner.
• Knowledge of Web applications and development tools.
• Planning, organizational, analytical and project management abilities.
• Working knowledge of banking operations and various software packages.
• Ability to work flexible schedules.
• Strong attention to detail.

Responsibilities

• Provide first and second level technical support to bank employees.
• Open, direct and resolve Help Desk tickets.
• Provide desktop hardware support including builds, imaging, troubleshooting and patching.
• Lead and direct SLA adherence and compliance with Policies & Processes.
• Coordinate workstation software patches delivery.
• Manage Help Desk functions for response time, productivity and accuracy.
• Monitor Help Desk service requests for recurring problems and training needs.
• Assist in ordering, installing and upgrading software and hardware.
• Analyze new IT equipment and test features prior to deployment.
• Work with vendors for database interfaces and security permissions.

Skills

SLA adherence

Technical leadership

Hardware/software installation

Microsoft 365 support

Desktop engineering

Problem solving

Interpersonal skills

Web applications

Planning & organizational

Banking software knowledge

Flexible scheduling

Attention to detail

Education

Bachelors in Computer Science or related field

4–5 years IT support experience

Tools

Microsoft 365

Job description

Description

Position Overview:

Provides first and second level technical support to employees of the bank. Opens, directs and/or resolves Help Desk tickets from users. Provides desktop hardware support including builds, imaging troubleshooting and patching.

Primary Responsibilities:

• In conjunction with the manager, provides direction and leadership to ensure SLA’s are met and Policies & Processes are adhered to.
• Coordinating the delivery of workstation software patches.
• Managing the Help Desk functions for response time, productivity and accuracy.
• Monitoring IT Help Desk service requests to provide notification of recurring problems and determine additional training needs.
• Assisting in ordering, installing and upgrading software and hardware.
• Participating in analyzing new IT equipment, enhancements or upgrades to identify new features or functionality and testing prior to deployment.
• Working with vendors to install, correct and maintain database interfaces and ensure proper security permissions have been applied.
• Serving as a point of contact for all service calls to provide maintenance or warranty repairs for all bank hardware and software.
• Reporting necessary information about the status of patch management, software and hardware inventory.
• Developing project plans for hardware and software upgrades or new deployments.

Other Responsibilities:

• Assisting in proactively monitoring server audit and event logs.
• Assisting in the support of WAN/LAN related hardware and software.
• Assisting in resolving data and telecommunication related issues.
• Participating in researching new technological advancements and productivity enhancement tools.
• Assisting in the performance of basic IT security functions as required including the implementation of new user profiles, group policies and access to data or applications on the network.
• Protecting the confidentiality of all financial data relating to bank operations and its customers.
• Keeping current with industry advances in user software and hardware requirements related to the intranet or those applications where the employee has been designated as the application owner.

Requirements

• Bachelor’s degree in computer science or related technical field or four to five years of experience.
• Hardware/software installation and maintenance experience.
• Experience in supporting Microsoft 365 environment.
• Experience in Desktop Engineering.
• Strong problem-solving and interpersonal skills.
• Ability to relate complex material in “user friendly” manner and to interact within all levels of the Bank
• Skill in recognizing recurring or related issues about which users consistently notify the IT team.
• Knowledge of Web applications and development tools.
• Planning and organizational skills, as well as analytical, and project management abilities.
• Working knowledge of all banking operations and various software packages.
• Ability to work flexible schedules.
• Strong attention to detail.

Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled

Member FDIC/DIF

PM21