On-Site Desktop Support 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, 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.