Technical Support Analyst

2 weeks ago

Newburyport, Massachusetts, United States River Run Services LLC Full time
Job Overview

River Run Services, LLC is dedicated to delivering exceptional shared services for Newburyport Bank and Pentucket Bank. By operating collaboratively, we enhance our capabilities and streamline our operations, positioning ourselves as a leading independent mutual community banking entity in the Northeastern Massachusetts and Southern New Hampshire regions.

Position Summary

The Technical Support Analyst plays a crucial role in offering comprehensive technical assistance to end-users across the organization. This position necessitates effective collaboration with our Managed Service Provider (MSP) to guarantee efficient IT operations and prompt resolution of technical challenges.

Key Responsibilities
  • Technical Assistance: Act as the primary point of contact for users seeking technical support through various channels, including phone, email, and in-person interactions. Identify and resolve hardware, software, and network-related issues.
  • MSP Collaboration: Work closely with the MSP to escalate and address technical problems. Ensure adherence to service level agreements (SLAs) and maintain ongoing communication to monitor the progress of open tickets.
  • Troubleshooting: Utilize diagnostic techniques and relevant inquiries to troubleshoot issues effectively. Determine optimal solutions based on user-provided details.
  • Documentation: Keep precise records of all support requests, resolutions, and follow-up actions within the help desk ticketing system. Create and update documentation for procedures and solutions for future reference.
  • User Education: Offer training and support to end-users regarding hardware, software, and IT policies. Develop and revise user manuals and training resources.
  • System Support: Assist in the installation, configuration, and upkeep of computer systems, software, and peripherals. Ensure all systems are current with the latest updates and patches.
  • Incident Response: Monitor and react to IT incidents and service requests promptly. Follow established incident management protocols to ensure swift resolution and minimal disruption to operations.
  • Process Enhancement: Identify areas for process improvement and propose solutions to boost the efficiency and effectiveness of the IT support team.
  • Customer Engagement: Provide outstanding customer service by maintaining a professional and approachable demeanor. Follow up with users to confirm timely resolution of their issues.
Qualifications
  • Associate's degree in Information Technology, Computer Science, or a related discipline is preferred.
  • A minimum of 2 years of experience in a technical support or IT help desk role.
  • Experience collaborating with Managed Service Providers is highly advantageous.
  • Strong problem-solving and troubleshooting abilities.
  • Excellent communication and interpersonal skills.
  • Familiarity with peripherals such as check scanners, signature pads, and printers.
  • Experience with mobile device management for iOS and Android platforms.
  • Proficient in using help desk ticketing systems and remote support tools.
  • Knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
  • Understanding of network protocols, hardware, and software.
  • This role may require occasional evening or weekend hours to address urgent technical matters or perform system maintenance.
Physical Requirements
  • Extended periods of sitting at a desk and working on a computer.
  • Ability to lift and transport computer equipment as necessary.

River Run Services, LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or military service.

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