IT Service Desk Analyst

Avidia Bank; Westborough (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Avidia Bank is seeking an experienced IT Help Desk professional to deliver first and second level support for employees in a fast-paced banking environment. You will handle ticketing, hardware builds, imaging, and patching to ensure stable desktop operations.

Responsibilities include coordinating patches, monitoring service requests, and partnering with vendors to maintain security and performance. This role requires strong problem solving and customer service skills in a team setting.

Qualifications

• Bachelor's degree in computer science or related technical field or four to five years of experience.

Responsibilities

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

Skills

Technical support

Customer service

Problem solving

Communication

Team collaboration

User training

Education

Bachelor's degree in computer science or related field

Tools

Microsoft 365

Desktop Engineering

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:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal customers:

• 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