Support Desk Analyst

2 weeks ago

Charleston, United States United Bank Full time
Job Description

The Support Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

RESPONSIBILITIES:
  • Provide support by fielding incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective analysis, diagnosis, and resolution of end user requests, per department guidelines.
  • Document all pertinent end user identification information, including name, department, contact information and nature of the request.
  • Provide a positive support experience by building rapport and eliciting details about the request from Help Desk end users.
  • Prioritize Help Desk requests and escalate requests (when necessary) to the appropriate Team or Technician.
  • Record, track and document the Help Desk request including all troubleshooting steps taken, successful or unsuccessful, and the final resolution.
  • Apply appropriate diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in resolution of the help request.
  • Learn and identify appropriate systems, software and hardware used and supported by United Bank.
  • Remotely perform fixes at the desktop level, including installing and upgrading software, installing hardware drivers, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure request has been adequately resolved.
Qualifications
  • High school diploma or equivalent required; 4-year degree in related field preferred
  • Minimum of 1 (one) year work related experience highly desired; banking or IT industry a plus.
  • Proficient in Microsoft Office products required
  • Proficient in Desktop Operating Systems preferred
  • Ability to work 40 hours onsite a week and ability to work after-hours on occasion required.
  • Customer service orientation and/or prior customer service training required.
  • CompTIA A+ certification, Microsoft Office, Operating System certifications, and Support Desk Analyst certifications preferred
  • Technical knowledge of PC and desktop hardware preferred
  • Hands-on hardware troubleshooting experience preferred
  • Working technical knowledge of current protocols, operating systems, and standards preferred.
  • Self-motivated
  • Ability to effectively follow processes, as well as prioritize and execute tasks in a high-pressure environment preferred.
KEY COMPETENCIES:
  • Problem Analysis and Resolution focused.
  • Dependability
  • Communication Proficiency
  • Customer Service focused
  • Self-Directed
  • Keen attention to detail.
  • Team-orientated and skilled in working within a collaborative environment.
ESSENTIAL FUNCTIONS
  • Minimum of 40-hour onsite work week.
  • Remote work capabilities preferred.
  • Flexibility to work in the office or remote as needed.
  • Ability to sit, stand, kneel, and bend for extended periods of time.
  • Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
  • Ability to converse and exchange information with all levels of staff within organization.
  • Ability to observe, perceive, identify, and translate data
Company Profile

At United, we value all of the relationships we have built since 1839. We are committed to providing each relationship with an unmatched level of service. While we offer competitive products, services, rates, and technology, the level of service we provide and our commitment to building relationships is what sets us apart from our competitors. Our 211 full-service banking offices and 15 loan origination offices in West Virginia, Maryland, Virginia, Ohio, Georgia, Pennsylvania, North Carolina, South Carolina and Washington, D.C. are each built on customer service and commitment to the community. United is backed by a history of safe, sound and secure banking practices that have allowed us to navigate through decades of changing economic environments. Because of this, our employees, customers, shareholders and communities can rely on us to be their banking partner for decades to come. At United, our strength is our people, and we are committed to nurturing an inclusive culture that is reflective of the communities we serve; celebrates diversity of thought, backgrounds, and experience; promotes respect and a shared purpose; and aligns with our core values. Member FDIC. Equal Housing Lender. Equal Opportunity Employer.

  • Service Desk Support

    2 days ago

    Charleston, United States Coforge Full time

    We at Coforge are seeking Service Desk Support with below mentioned skill-set and who can work onsite from Charleston, WV location.Role: Service Desk SupportLocation: Charleston, WVSkills Required:We at Coforge are looking for service desk technicians with the following skills.· Provide Level 2 support to the client.· Identify issues and escalate issues...

  • Service Desk Support

    1 day ago

    Charleston, United States Coforge Full time

    We at Coforge are seeking Service Desk Support with below mentioned skill-set and who can work onsite from Charleston, WV location.Role: Service Desk SupportLocation: Charleston, WVSkills Required:We at Coforge are looking for service desk technicians with the following skills.· Provide Level 2 support to the client.· Identify issues and escalate issues...

  • Service Desk Support

    1 day ago

    Charleston, United States Coforge Full time

    We at Coforge are seeking Service Desk Support with below mentioned skill-set and who can work onsite from Charleston, WV location.Role: Service Desk SupportLocation: Charleston, WVSkills Required:We at Coforge are looking for service desk technicians with the following skills.· Provide Level 2 support to the client.· Identify issues and escalate issues...

  • Analyst, Ops Support

    1 week ago

    Charleston, United States Voya Financial, Inc. Full time

    Together we fight for everyones opportunity for a better financial future. We will do this together with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyones access to opportunitie Support, Analyst, Systems, Software Developer, Development, Technical, Technology, Insurance

  • Front Desk Receptionist

    4 days ago

    Charleston, United States Liberty Doctors LLC Full time

    Front Desk Receptionist 10 salaries **Job openings matching Front Desk Receptionist in Liberty Doctors, LLC** **Reviews for Front Desk Receptionist in Liberty Doctors, LLC** Job Work/Life Balance Compensation/Benefits Job Security/Advancement Management Job Culture **Wonderful place to work!** Front Desk Receptionist (Current Employee) - Charleston, SC -...

  • Operations Analyst/Associate

    1 day ago

    Charleston, United States Selby Jennings Full time

    Job Title: Operations Analyst/Associate Work Model: Hybrid based in Charleston, 3x a week in office (IF NOT LOCAL TO CHARLESTON MUST RELOCATE) Summary: An elite high frequency proprietary trading firm is seeking both an Analyst and Associate Operations specialist to join their Post Trade team. The role is based in Charleston, SC. You will get to work...

  • Front Desk Supervisor

    4 days ago

    Charleston, United States Planters Inn Full time

    Job DescriptionAbout Us:Planters Inn is a proud member of the prestigious Relais & Châteaux collection, renowned for offering exceptional experiences in hospitality. We are currently seeking a dynamic and experienced individual to join our team as a Front Desk Supervisor. If you have a passion for delivering unparalleled customer service and possess strong...

  • Front Desk Supervisor

    4 days ago

    Charleston, West Virginia, United States Planters Inn Full time

    Job DescriptionAbout Us:Planters Inn is a proud member of the prestigious Relais & Châteaux collection, renowned for offering exceptional experiences in hospitality. We are currently seeking a dynamic and experienced individual to join our team as a Front Desk Supervisor. If you have a passion for delivering unparalleled customer service and possess strong...

  • Desktop Support Technician

    2 weeks ago

    Charleston, United States AA2IT Full time

    What you'll do • Provide support for all end user computing services on desktop, laptops and tablets the Windows 10 operating system. • Provide support for mobile devices, on the IOS operating system, including iPhones and iPads. • Provide support for printers, peripherals, audio visual equipment in meeting rooms. • Provide support for Microsoft 365...

  • Desktop Support Technician

    4 days ago

    Charleston, United States AA2IT Full time

    What you'll do • Provide support for all end user computing services on desktop, laptops and tablets the Windows 10 operating system. • Provide support for mobile devices, on the IOS operating system, including iPhones and iPads. • Provide support for printers, peripherals, audio visual equipment in meeting rooms. • Provide support for Microsoft 365...

  • Hotel Front Desk/Night Auditor

    2 weeks ago

    Charleston, United States Mckibbon Hospitality Full time

    This position does include 2 overnight/night audit shifts (11PM-7AM) What Makes a McKibbon Front Desk Agent? The front desk agent is often the first person to interact with guests. As the friendly face of the property, the front desk agent has a relatable personality and a great desire to work with people. You are responsible for communicating in a...

  • Data Analyst

    2 days ago

    Charleston, United States Global TechPro, LLC Full time

    Job DescriptionJob DescriptionWe are seeking a Data Analyst to become an integral part of our team! You will assist in the administration of the DHART system. Responsibilities:Provide support and guidance to Region and Installation DHART coordinators and users.Assist N34 in the development of data capture and reporting formats for reporting (e.g. Excel,...

  • Front Desk Clerk

    3 weeks ago

    North Charleston, United States HOMECOURT HOSPITALITY MANAGEMENT INC Full time

    Job DescriptionJob DescriptionDescription:We are looking for a motivated and customer-service oriented Front Desk Clerk to join our organization. As a Front Desk Clerk, you will be the first point of contact for our guests, and you will be responsible for providing exceptional customer service. You will be responsible for registering and checking guests in,...

  • User Support Specialist I

    4 weeks ago

    Charleston, West Virginia, United States The MGH Institute of Health Professions Full time

    This role is located in the historical Charlestown Navy Yard areaThe User Support Specialist is responsible for implementation, maintenance, and support of the Institute's technology resources including desktop and laptop computers, printers, classroom audio visual technology, and lab and simulation resources as directed by the Director of Technology & Web...

  • Recovery Analysts

    6 days ago

    Charleston, United States Ability Rehab Associates Full time

    We are currently looking for skilled individuals to join our team as Recovery Analysts for both full time and part time remote positions. As a Recovery Analyst, your role will involve carefully analyzing and investigating a range of financial data in order to identify potential recovery opportunities for our organization. This role is of utmost importance in...

  • Recovery Analysts

    2 weeks ago

    Charleston, United States Ability Rehab Associates Full time

    Job DescriptionJob DescriptionWe are currently looking for skilled individuals to join our team as Recovery Analysts for both full time and part time remote positions. As a Recovery Analyst, your role will involve carefully analyzing and investigating a range of financial data in order to identify potential recovery opportunities for our organization. This...

  • Technical Analyst

    2 weeks ago

    Charleston, United States West Virginia Full time

    Under limited supervision, at the advanced level, these positions perform professional work providing a wide variety of engineering services or creative works. The performance of these duties requires the application of special knowledge of the mathematical, physical and engineering sciences. This will be applied to such services or creative works as...

  • Program Support Analyst

    6 days ago

    Charleston, United States Systems Technology Forum Full time

    ** Security Clearance RequiredCompany OverviewSystems Technology Forum LTD (STF) is an established industry partner with a passion for exceptional performance and an unwavering commitment to our clients. As a premier provider of management, engineering, information technology, and logistics services, STF is committed to delivering high-quality systems...

  • Program Support Analyst

    5 days ago

    Charleston, United States Systems Technology Forum Full time

    ** Security Clearance RequiredCompany Overview Systems Technology Forum LTD (STF) is an established industry partner with a passion for exceptional performance and an unwavering commitment to our clients. As a premier provider of management, engineering, information technology, and logistics services, STF is committed to delivering high-quality systems...

  • Operations Analyst/Associate

    23 hours ago

    Charleston, SC, United States Selby Jennings Full time

    Job Title: Operations Analyst/Associate Work Model: Hybrid based in Charleston, 3x a week in office (IF NOT LOCAL TO CHARLESTON MUST RELOCATE) Summary: An elite high frequency proprietary trading firm is seeking both an Analyst and Associate Operations specialist to join their Post Trade team. The role is based in Charleston, SC. You will get to work...