Desktop Support Analyst
About The Position
Desktop Support Analyst – National Field Services (Amherst, NY) this role will require an office presence 5 days a week. Role Overview The Desktop Support Analyst is responsible for delivering high-quality technical support for KeyBank’s computer platforms across corporate, campus, and data center environments. The role emphasizes superior customer service, operational efficiency, and adherence to established IT standards. Analysts are expected to resolve support requests promptly, maintain IT asset integrity, and contribute to continuous improvement initiatives. Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.
Requirements
- Minimum two years’ experience in technical support or equivalent.
- Associate degree in computer science, business, or equivalent professional experience.
- Demonstrated proficiency in problem-solving and root cause analysis.
- Strong interpersonal, verbal, and written communication skills.
- Experience with SCCM, desktop/mobile OS, hardware configuration, and IT asset management.
- 5 days a week in the office
Responsibilities
- Provide hands-on technical support for Windows and Mac OS platforms, including installation, maintenance, and troubleshooting.
- Ensure timely resolution of support tickets in accordance with service level agreements (SLAs).
- Communicate professionally with internal stakeholders, translating technical information for non-technical audiences.
- Track and manage IT assets throughout their lifecycle.
- Support audio/visual needs and participate in technology deployments.
- May include some overnight travel.
- Adhere to documented procedures and maintain comprehensive records.
- Collaborate with team members to drive process improvements and knowledge sharing.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
