Help Desk Support Analyst

At Pinnacle, our goal is to create an atmosphere where people become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and unique. For us, it starts with hiring the right people.

• We hire like-minded individuals who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance, and Discipline.
• We hire experienced professionals who understand the industry and provide effective advice.
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly - it's about creating a client experience that is unmatched.

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affects the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

SUMMARY OF POSITION:

A Help Desk Support Analyst should demonstrate commitment to delivering distinctive service. This position will be responsible for answering and responding to all phone, portal, and email requests for support in a timely manner. Help Desk Support Analysts work with associates on submitted issues, dispatching when appropriate and following up to insure satisfactory completion within the allotted Service Level Agreement (SLA).

PRIMARY RESPONSIBILITIES:

• Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Answer incoming calls to technical support line (2222), resets passwords, open technical trouble tickets.
• Respond to all requests within 3 days and work with other teams (if necessary) to complete.
• Serve as primary point of contact for administration of all Pinnacle associate moves, add, changes or terms.
• Provide critical documentation and escalation in a timely manner for all issues that are declared a security event, degradation, or outage within the firm.
• Participate in On-Call providing support after hours and on weekends in a rotational schedule with the rest of the team.
• Assists in streamlining Information Services Activities such as project support, technical call center improvements, etc.
• Meet all the client's financial needs, both business and personal, and refers clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.

DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:

• College Degree preferred with various banking courses and seminars. Microsoft certification, network operating system, computer security and telecommunications knowledge preferred.
• Minimum of 5 years' experience in systems support, hardware installation and support, software security monitoring and implementation, and systems security.
• Proficient use of Microsoft Active Directory, Microsoft Windows desktop, and server operating systems. Cisco telecommunications, VMWare and current hardware technology knowledge preferred.
• Working knowledge of all Federal and State regulations as it pertains to data integrity, security of data and privacy. Understanding of control measures and requirements of Sarbanes-Oxley.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.

DESCRIPTION OF CAPABILITES, PHYSICAL REQUIREMENTS, AND ABILITIES:

• Excellent interpersonal skills, including verbal and written communication skills.
• Effective analytical and problem-solving ability with a strong attention to detail.
• Ability to work independently and prioritize daily tasks.
• Must be flexible and adaptable to the ever-changing landscape of technical issues and take initiative to find solutions as efficiently as possible.
• Must be flexible and adaptable to working different schedules including after hours and weekends.
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.

POSITION STATUS: NON-EXEMPT

DATE: 05.01.2018

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.