Technical Support Analyst I

Dunkirk, NY, United States

Job Description


Summary of :

Under general direction from the Director of Information Technology, the Technical Support Analyst is a first and second level customer/business contact for the troubleshooting and resolution of end user technical incidents and requests.

Primary Duties & Responsibilities:

  • Answer incoming calls to the IT department and ticketing system support of end user service requests
  • Travel between bank locations in Erie County and Chautauqua County
  • Installation of computer hardware and software.
  • Create or develop written documentation and procedures as required.
Assist the Vendor Compliance Management team with reports and monitoring of vendors. * Assist in coordinating ATM installations and software upgrades.
  • Vulnerability mitigation through patching and updates to enterprise-wide systems
  • Working to agreed service levels, the main responsibility is to provide professional, timely, and high-quality closure of calls/tickets tracked within our service desk
  • Management of events/incidents in accordance with incident & problem management procedures
  • Incident/Problem resolution in line with agreed business service levels
  • Record and timely update of Incidents/Problems within service desk
  • Desktop/Laptop deployment and imaging
  • User account creation and maintenance including network and required business applications
  • Technical end user hardware/software troubleshooting & resolution (on & off-site users)
  • Office automation equipment troubleshooting and resolution (printers, faxes etc.)
  • Resolution of other technical issues as required
  • Escalate major technical issues to System Admin/3rd Party support
  • Analysis and reporting of Desktop support metrics and advising on ways to improve
  • Creating end user and internal knowledge articles for publishing on employee intranet site
  • Participates in the continuous improvement of corporate policies & process and resources in relation to incident and problem management
  • Maintains and increases knowledge and skills through attendance at meetings, conferences, training seminars and courses
  • Other duties as/when required by Director of Information Technology
  • Asset Management and inventory control \xe2\x80\x93 Physical audits of systems and disposal of assets
Required Skills

Skills and Abilities Required:
  • Must have strong organizational skills, be self-disciplined while having the ability to work independently.
  • IT banking experience - Preferred
  • Good analytical and problem-solving skills.
  • Must maintain a high degree of confidentiality.
  • Ability to work flexible hours when necessary to accommodate the needs of the organization.
  • Must possess a strong knowledge of personal computers, including network administration, and typical software packages.
Required Experience

Mandatory Requirements:
  • Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
  • Must maintain a positive work atmosphere by behaving and communicating in a professional manner so that a positive working relationship with customers, co-workers, company employees, managers, and board members exists.
  • Must be able to lift, bend, stretch and carry up to 25 pounds and be able to climb stairs while carrying equipment.
  • Must have reliable transportation and the ability to travel to all branch locations at any time as needed.
  • Associate degree or higher in technology field and or equivalent work experience \xe2\x80\x93 Preferred
Skills and Abilities Required:
  • Must have strong organizational skills, be self-disciplined while having the ability to work independently.
  • IT banking experience - Preferred
  • Good analytical and problem-solving skills.
  • Must maintain a high degree of confidentiality.
  • Ability to work flexible hours when necessary to accommodate the needs of the organization.
  • Must possess a strong knowledge of personal computers, including network administration, and typical software packages.
Mandatory Requirements:
  • Must maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and all other regulatory, security and Bank policies and procedures.
  • Must maintain a positive work atmosphere by behaving and communicating in a professional manner so that a positive working relationship with customers, co-workers, company employees, managers, and board members exists.
  • Must be able to lift, bend, stretch and carry up to 25 pounds and be able to climb stairs while carrying equipment.
  • Must have reliable transportation and the ability to travel to all branch locations at any time as needed.
  • Associate degree or higher in technology field and or equivalent work experience \xe2\x80\x93 Preferred

Lake Shore Savings Bank

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Job Detail

  • Job Id
    JD4312721
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Dunkirk, NY, United States
  • Education
    Not mentioned