Analyst, Information Technology Support

Bank OZK•Ozark, AR

About The Position

The Analyst, Information Technology Support provides customer support to Bank personnel by documenting issues, performing basic troubleshooting, and resolving problems to help keep hardware, software, and user accounts available. The role supports internal users through the IT Help Desk and contributes to efficient service in a changing environment. The analyst handles inbound calls and tickets, unlocks and resets Active Directory accounts, and provides basic support and maintenance for PC software, including Microsoft Windows, Microsoft Office, and Active Directory. The role requires effective customer service and communication, compliance with Bank policies and regulatory guidelines, and flexibility to work extended hours or shifts as needed. Other duties may be assigned.

Requirements

High school diploma or equivalent.
At least one year of experience with PCs, typing, and using the internet.
Knowledge of PC technology.
Ability to operate customary equipment and technology effectively in a business environment.
Effective verbal and written communication skills.
Effective customer service and organizational skills.
Ability to troubleshoot and resolve general IT customer issues.
Ability to apply critical thinking and provide solutions to customer issues.
Attention to detail and ability to provide accurate solutions.
Ability to be self-starting and work effectively with others on a team.
Ability to remain professional in all work situations.
Ability to multitask and manage changing job demands.
Ability to sit for extended periods of time.
Ability to work additional and/or flexible hours and shifts as needed.
Ability to adhere to Bank policies and procedures.
Must be able to maintain authorization to work in the United States without current or future sponsorship by Bank OZK.

Nice To Haves

Associate degree in an IT field of study.
Customer service experience.
Experience with Microsoft Windows, Microsoft Office, Active Directory, PC hardware, and printers.

Responsibilities

Provide support and solutions to end users contacting the IT Help Desk according to standard procedures.
Assist with unlocking and resetting personal Active Directory user accounts.
Provide basic PC software support and maintenance, including Microsoft Windows, Microsoft Office, and Active Directory.
Provide customer service verbally and in writing to all levels of the organization.
Manage inbound calls and tickets, and escalate issues to relevant team members within defined time frames.
Drive efficiencies in a continually changing environment.
Maintain good attendance and punctuality.
Adapt to a fast-paced environment and maintain a flexible schedule, working extended hours as needed.
Follow Bank policies, procedures, and guidelines.
Embrace, support, and model the Bank’s values and mission.
Ensure compliance with Bank OZK and internal and external regulatory policies, procedures, and guidelines.
Perform other duties as assigned.