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IT Support Analyst

3 months ago

Salisbury, United States LINKBANK Full time
Job DescriptionJob DescriptionDescription:

General Responsibilities / Job Summary (A brief description that summarizes the overall purpose and objective of the position and the results you are expected to accomplish):

LINKBANK’s technology organization is forward-thinking and highly cloud enabled. As a member of this growing technology team, the Technology Ops Support Analyst will work collaboratively with employees of LINKBANK and other partners to help effectively facilitate delivery, support, monitoring and building of the organization’s technology support and services with the goal of improving the effectiveness and efficiency of all employees. This includes supporting a broad range of Technology Operations and Operations related technology, working closely with third-party support engineers, and communicating effectively. The Technology Ops Support Analyst will have the opportunity to cross-train with third-party contractors and be the primary line of support across the organization. This dynamic role is well suited for an energetic, service-oriented learner with a great mix of both front-line customer support experience (50%), deeper level 2 & 3 technical skills (30%), project skills (20%), and the ability to work with a high degree of autonomy.

Essential Functions/Duties (A few accountabilities that cover the tasks, duties and responsibilities that are most important to get the job done, listed in priority order. Describe what must be accomplished including supervision or management responsibilities and quality and quantity standards.):

  1. Embrace the LINK corporate values of LIVE, INTEGRITY, NURTURE, KNOWLEDGE and infuse those values throughout the company.
  2. This position requires the employee to possess a positive attitude and willingness to learn, while providing superior client services to all members of LINKBANK.
  3. Responsible for providing support and troubleshooting related to a variety of technology platforms including virtual desktop hardware, software (such as Microsoft Azure, Active Directory, AWS, VmWare, O365, printing, networking, and other banking-related business software). Responds to queries, runs diagnostic programs, isolates the problem, and determines and implements the solution or escalate to next level.
  4. Monitor the Team Dynamix ticket system for new requests/issues, prioritize, respond in a timely manner and resolve service issues and requests. Work to resolve technology issues and assist employees in day-to-day technology, hardware and software issues.
  5. Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
  6. Monitoring and maintaining computer systems and networks.
  7. Provide technical support across the company (this may be in person or over the phone).
  8. Provisioning accounts for users both existing and new hires.
  9. Repairing and replacing equipment as necessary.
  10. Setting up and dismantling workstations as needed.
  11. Writing training manuals and/or procedures about best practices.
  12. Managing and monitoring internal assets to ensure accurate inventory records.
  13. Other duties as assigned.


Requirements:

Minimum Qualifications:

Education/Training: Associates Degree in business or a technology-related field or equivalent experience.

Knowledge/Skills/Abilities:

  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
  • Experience troubleshooting, researching, analyzing, and interpreting automated system problems.
  • Excellent knowledge and experience of customer service practices.
  • Experience and training in troubleshooting and providing help desk support.
  • Windows 11, Microsoft Azure, Active Directory, AWS, VmWare, O365, printing
  • Ability to communicate technical information, both verbal and written to diverse end-users.
  • Familiarity with network protocols (DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), HTTPS) and basic network troubleshooting.
  • Knowledge of Networks, computer troubleshooting, computer hardware, portable devices.
  • Ability to work in a fast-paced, ever-changing environment.
  • Experience with Jack Henry banking core software a plus.


Experience: Minimum of 0-2 years of IT experience.

  • Hardware supported:
  • Thin Clients
  • Desktops
  • Laptops
  • Tablets
  • Printers/copiers/scanners
  • Receipt Printers
  • ID scanners
  • Smart TV
  • Smart Phones
  • Video Conferencing Equipment
  • Desk phones
  • Network equipment

Required Certification/Licenses: CompTIA or Microsoft certifications a plus.

Travel Requirements: Ability to travel to all locations in the bank’s footprint as needed.

Physical and Mental Job Requirements:

  • Must be able to verbally communicate instructions and information clearly, concisely, and accurately to our clients and other employees.
  • Must be able to read and comprehend complex schedules and details to process correspondence accurately, while providing exceptional client service.
  • Manual dexterity for the functional operation of office equipment, computer terminal, and other office equipment.
  • Must have visual acuity required to work at a computer terminal.
  • Mobility enough to coordinate activities in the department and ability to lift up to 50 pounds may be required.
  • The ability to define problems, collect data, establish facts, and draw valid conclusions.

Working Conditions:

This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers, printers/copiers, phones, and postage meters.