Desktop Analyst III

Salem Five Bank•Salem, MA

3d•$68,000 - $88,000•Onsite

About The Position

Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers. This position requires the ability to work in the Salem, MA offices. Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families. Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about.

Requirements

Bachelors degree (B.S.) or equivalent from four-year college or technical school; or five - six years related experience and/or training; or equivalent combination of education and experience.
Microsoft, CISCO and other certifications or demonstrated practical experience.

Responsibilities

Provides timely support and sets attainable expectations for the internal and remote customers supported by the helpdesk. This includes first & second line support to all bank locations and departments. Provides support to desktop operating systems and applications; as well as centrally administered business line applications; track support issues directed to distributed teams as appropriate.
Monitors the helpdesk queue and proactively participates in managing the queue to ensure all tickets are being addressed in accordance with our operating service levels.
Understands the features and facilities of desktop product suites and can implement changes and enhancement in accordance with those strategies.
Creates alternative methods of completing tasks to correct user errors and system inconsistencies to improve the desktop function; when these alternative methods deviate from standards, ensures the appropriate administrative tasks are complete.
Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature; escalates as needed. Recognizes the need to escalate problems and knows own limitations and seeks help when needed.
Contributes/reviews cases to the knowledgebase in well written audience centered business language; updates documentation and follows administrative record keeping requirements.
Ensures workstations interconnect seamlessly with diverse systems including associated application systems, file servers, email servers, web conferencing systems, and administrative systems; provides appropriate level of support and guidance on usage of supported software products.
Performs help desk functions by taking calls and using the helpdesk software to track, identify and resolve problems. Notifies the Client Services Manager of possible recurring trends to assist in preventative activities.
Assists the Client Services Manager with reporting of metrics and other key performance indicators.
Performs system builds and repairs; Works with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
Staging and implementing new and reallocated PCs (hardware & software). Maintenance of the PC hardware inventory.
Uses effective listening skills to develop understanding of user questions or problems.
Collaborates with engineering on production tickets that affect the desktop environment.
Efficiently manage support tickets and meet timelines of assigned projects.
Updates all documents affected by change as directed and documents solutions to production problems. Maintains familiarity with support documentation and tools in workplace.
Assists with the onboarding and training of new employees within the Help Desk team.
Regular attendance is essential to this position.
Assumes additional responsibilities as requested.