Technical Support Analyst

Downtown Evansville Inc; Evansville (IN); Hybrid; USD 50,000 - 65,000; Full time

Job summary

United Fidelity Bank in Evansville, IN is seeking a Technical Support Analyst to apply systems analysis techniques and provide end-user support across all locations. The role requires diagnosing and resolving hardware, software, and system issues by phone or email with timely, accurate responses.

The candidate will log and prioritize incidents in the help desk system, perform troubleshooting, and escalate when necessary while upholding high confidentiality and security standards.

Qualifications

• Minimum of two years’ relevant experience.
• Bachelor’s degree in a technical field preferred.
• Banking industry experience preferred.
• Knowledge of Microsoft operating systems (Windows 11) highly preferred.

Responsibilities

• Provide training/advice to users on computer equipment.
• Apply systems analysis to determine hardware/software needs.
• Install and repair computer hardware and software.
• Install/configure/test/modify operating systems and applications.
• Deliver desktop support for hardware, software, printing, and apps.
• Diagnose and resolve customer issues via phone/email.
• Log incidents into the help desk system and categorize priorities.
• Escalate issues to senior staff when needed.
• Maintain confidentiality and security of information.
• Assist with Bank Secrecy Act duties under guidance.

Skills

Root cause analysis

Web browsers

Communication

Problem solving

Prioritization

Procedures

Teamwork

Education

Bachelor’s degree in a technical field

Tools

Windows 11

Job description

Job Summary

The Technical Support Analyst will apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications/needs. In addition, the incumbent will provide support to end-users across all UFB locations. This person will be responsible for solving technical issues, troubleshooting and testing problem areas by telephone or email in a timely and accurate fashion.

Essential Job Functions include, but are not limited to

• Support users in the use of computer equipment by providing necessary training/advice.
• Apply systems analysis techniques and procedures, including consulting with users to determine hardware, software, or system functional specifications/needs.
• Install, make changes, and repair computer hardware and software.
• Operating systems and applications installation/configuration/testing/modification.
• Provide quality desktop support to end users including support for hardware, software, printing, and applications.
• Analyze, run diagnostics testing, and follow up to resolve customer reported issues.
• Receive and respond to calls, emails, live chats, and web inquiries from systems users.
• Log all received issues into our help desk ticketing system (Internet software sciences help desk system).
• Classify and prioritize incidents.
• Exercise independent judgement to determine when to escape incidents.
• Monitors incidents to identify a root cause, performing RCA to recommend specific solutions.
• Manage Help Desk tickets in a timely manner, resolving 70 percent of tickets during first contact.
• Escalate issues to senior network administrator or IT director.
• Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation.
• Perform duties related to the Bank Secrecy Act under guidance of the BSA Officer.
• In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Skills and Abilities Required to Perform Essential Job Functions

• Demonstrated ability to identify root causes and formulas remediation strategies.
• Knowledge of Internet browsers. (Edge, and Chrome)
• Professional written and verbal communication skills.
• Problem solving ability.
• Ability to set priorities and work on multiple tasks.
• Ability to follow detailed documented procedures.
• Ability to work independently and on a team.

Education, Experience and Qualifications

• Minimum of two years’ relevant experience.
• Bachelor’s degree in technical field, preferred.
• Banking industry experience, preferred.
• Knowledge of Microsoft operating systems (Windows 11) is highly preferred.

Physical Requirements of Essential Job Functions

• The associate is frequently required to sit and/or stand, communicate, reach, and manipulate objects, tools or controls that are typical of an office/bank environment.
• Lifting items weighting up to 10 pounds on a consistent basis.
• Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc.
• Weekend and evening work will be required.

Working Conditions

• Typical office environment.
• Extended viewing of computer screens.
• Periodic travel between locations may be required.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

United Fidelity Bank, situated in Indiana’s third-largest city (Evansville, IN), is a future-focused financial institution. With 23 locations nationwide and approximately $6 billion in assets, we’re working hard to transform our business through innovation and technology to provide products and services that help people secure their financial future. We build talented and diverse teams to drive business results. We recognize that our associates are our strength and the talents they bring to the UFB workforce are directly linked to our success. Collective ambition, innovative thinking, and a commitment to our value of doing what’s right sets us apart from the rest. United Fidelity Bank was built on a solid foundation of trust. We are advocates for our associates, customers, and the communities we serve.