IT Senior Support Analyst

IT Associate Support Analyst Provides support to end-users for either PC, server or mainframe applications, and hardware. Focuses on issues of the highest complexity. Regularly interacts with users in the Banking or financial services industry. The IT Associate Support Analyst is responsible for providing technical support and troubleshooting services to internal users. The role requires strong analytical skills, attention to detail, and the ability to communicate technical concepts clearly to non-technical users. The analyst will work within defined Service Level Expectations (SLEs) and may be assigned ad-hoc projects. Core Responsibilities Troubleshooting: Diagnose and resolve technical issues with hardware, software, and networks, including desktops, laptops, mobile devices, and printers. User Support: Provide technical assistance via phone, email, chat, or in-person, ensuring prompt and courteous service. Installation and Configuration: Install, configure, and update computer hardware, software, and peripherals. Documentation: Log all support requests, document issues and resolutions in a ticketing system, and maintain accurate records. Problem Escalation: Escalate unresolved or complex issues to higher-level IT support teams. User Guidance: Walk users through problem-solving processes and provide basic training on new technologies. Incident Management: Investigate and resolve software errors, reinstall programs, and replace corrupted files. Project Support: Participate in IT projects and perform moves, rebuilds, installs, and depot equipment tasks as needed. Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree in related field and five years of experience in end-user support or a related discipline or an equivalent combination of education and work experience In-depth knowledge in information systems and ability to identify, apply, and implement best practices Understanding of key business processes and competitive strategies related to the IT function Ability to plan and manage projects Ability to solve complex problems by applying best practices Ability to provide direction and mentor less experienced teammates Ability to interpret and convey complex, difficult, or sensitive information Preferred Qualifications: Excellent communication and customer service skills. Ability to diagnose and resolve technical problems efficiently. Proficiency with computer systems, software, and mobile devices. Strong problem-solving and analytical skills. Experience with ticketing systems is preferred. Ability to work patiently and calmly with users. Basic knowledge of network infrastructure (LAN/WAN) is beneficial. Experience or willingness to train junior staff. Ability to work independently and collaboratively. Strong organizational skills and attention to detail. Ability to manage multiple projects and meet deadlines. Example of a Typical Day: Respond to incoming requests through a help desk ticketing system. Call a user to troubleshoot a software error, guiding them through the steps to fix it. Set up a new user's account and install the necessary software for their role. Perform hardware/software upgrades and resolve network conflicts. Document incidents and resolutions in the system. Work Hours: Scheduled 40-hour work week. Shifts: 7:00 AM 4:00 PM or 9:00 AM 6:00 PM. Each workday includes a 1-hour lunch break. Occasional after-hours and weekend work may be required.