Help Desk Analyst

Exchange Bank • Santa Rosa, CA

2d • $22 - $29 • Onsite

About The Position

Provide first line support to employees by responding to incoming incidents, requests and changes.

Requirements

• Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
• Dependability: Available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
• Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
• Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.
• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
• Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.
• Skills operating a personal computer with word processing, spreadsheet, and presentation software.
• Strong communication skills both written and verbal.
• Ability to remain calm in stressful situations.
• Knowledge of general banking principles and practices.

Responsibilities

• Document all ITSM tickets into ticketing system.
• Coordinate investigations to resolve information system issues.
• Conduct research to understand, explain and resolve technology issues.
• Communicate updates to users that have been or may be affected by a problem.
• Follow up with users after problems have been resolved.
• Utilize help desk tracking software to present recommendations and improvements for user systems.
• Initiate onboarding procedures for new users into the system.
• Ensure response times are quick and effective to appropriately resolve requests.
• Coordinate referrals to technical, professional or service personnel depending on the repair, training, service or software issue.
• Provide information, advice or instruction in response to inquiries from callers.
• Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.
• Assist with overseeing the installation, operation, maintenance, and repair of hardware, software, and peripheral equipment.
• Provide professional support for end users of personal computers or their associated networks, hardware, software, or peripherals.
• Resolve first-level issues and compose new problem resolutions.
• Read and interpret documents for callers such as safety rules, operating and maintenance instructions, and procedure manuals.
• Effectively present information and respond to questions from managers and end users.
• Compose email communications for Bank distribution to inform employees of various issues.
• Perform system administration for various software applications including email, operation systems, etc.
• Teach end users how to resolve problems verbally and via remote control.
• Translate technical language through written and oral communications into information understandable by the end user.
• Prioritize various requests from callers and 2nd and 3rd level support.
• Appraise the possible impact on customer service and bank reputation and notify appropriate management when service is interrupted.
• Probe caller for in depth analysis of contributing factors and/or events that caused end result and document data gathered.
• Perform Special projects and research as requested.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED