IT Help Desk Analyst
Greenfield Savings•Greenfield, MA
•$24 - $31•Onsite
About The Position
Greenfield Savings Bank is seeking a full-time helpdesk analyst. This role will be part of a team responsible for resolving IT hardware and software issues, providing IT support to our end users, and analyzing and optimizing end user IT systems and software. The helpdesk analyst plays a pivotal role as the first line of support for our organization and is expected to respond to calls, emails, and tickets in a timely and professional manner.
Requirements
- Associate’s degree in an IT-related field, or High School Diploma and equivalent experience
- Minimum 2 years’ experience in an IT end-user support role
- Working knowledge of current Microsoft operating systems, M365, and hardware
- Proficiency using a service management system (e.g., ServiceNow, RemedyForce)
- Experience with remote control tools (e.g., Remote Control, BMC Client Manager)
- Exceptional communication, collaboration, and interpersonal skills
- Excellent troubleshooting and analytical skills with a proven ability to resolve problems
- Excellent organizational and time management skills
- Able to regularly travel to branch locations without restrictions
- Ability to lift 40lbs
Nice To Haves
- IT certifications for supporting PC hardware and software, Microsoft, or similar
- Prior experience working in a financial institution
- Experience implementing and supporting Banking specific applications and hardware
Responsibilities
- Support and resolve a wide range of incoming hardware and software issues reported by Bank personnel
- Actively monitor the Bank’s ticketing system, RemedyForce, to prioritize and triage IT issues, escalating, when appropriate, to Tier 2 support
- Participate in proactively avoiding service disruption through the deployment of system and application installations, updates, and other maintenance
- Participate in the department’s data protection, disaster recovery, and business continuity planning and test activities
- Maintain accurate service desk records through the ticketing system
- Manage the onboarding and offboarding of end users, including remote access, per approved procedures
- Responsible for preparation of training materials and FAQs for end users
- Collaborate with IT team members to prevent future issues
- Participate in on-call rotation for after-hours break/fix support
- Travel to branch locations to support, as needed
- Other duties, as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
