IT Helpdesk Support Analyst

3 months ago

Miami, United States RamTechIT.us Full time

SUMMARY: This position reports to the Information Technology Manager and provides support of desktop/laptop computer systems of a moderate to complex nature to ensure end-user productivity and efficiency. The IT Helpdesk Support Analyst will use advanced troubleshooting techniques in order to provide accurate, timely, and creative resolutions to end-user and technology-related issues. This role provides support to an array of applications that make up the bank's technology infrastructure. To collaborate with systems and network administrators to ensure optimal operation of the company's technology environment and recommend corrective solutions. This position participates in the creation of project plans, project execution, and close out activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Manages and response to helpdesk reported issues for end-user support

    Performs detailed problem analysis, documents issues, and recommends solutions related to software, hardware, network, and other technology issues

    Endpoint (desktop/laptops) configuration, installation, and deployment 

    Performs software installation and upgrades as applicable

    Participates with testing and documentation in software pre-pilots, pilots and roll-outs

    Install, support, and maintain Windows 10, Window Server 2016/2019 and VMware 

    Monitors and response to security alerts, system failure alerts, and other notifications

    Patch Management (includes, but is not limited to, OS, endpoints, hardware, etc.)

    Assist with routers, switches, and telephony technologies

    Manage and support of replication and back-up technologies

    Provides assistance with support Business Continuity/Disaster Recovery Plans

    Provides assistance with support for AS/400 and e-IBS core banking reported issues

    Writes technical documentation for internal knowledge base on identified issues, resolutions, and work-arounds on bank applications

    Participates in the creation of project plans, project execution, and close out activities

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

    Self-motivated with the ability to work autonomously in a fast-paced environment

    Effective organizational and prioritization skills

    Fluent in English and Spanish is required

    Strong written and verbal communications and the ability to interact with both technical and non-technical stakeholders and users

EDUCATION and/or EXPERIENCE

    Preferred but not required, an Associates in Arts degree in Information Systems, Computer Science, or equivalent work experience in the Information Technology field.

    Certifications in Information Technology like Network+, A+, MCSA, etc. is a plus.

    Possess 3 to 5 years of experience in maintaining essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware technologies.

    Experience with operating systems like Windows required

Knowledge and experience with VMware is preferred

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