IT SERVICE DESK ANALYST

SIGNATURE BANK OF ARKANSAS•Fayetteville, AR

4d•Onsite

About The Position

The IT Service Desk Analyst will provide first and second line technical support to internal Signature Bank Team Members. The successful candidate will require an aptitude for working with applications/systems to analyze, diagnose and resolve technical problems, which may range from straightforward to more complicated technical issues.

Requirements

High school diploma or general education degree required.
Strong Windows system administration skills (Win10, Server 2012, Server 2019)
Previous experience with computer hardware, operating system software and desktop applications with a specific concentration in one or more areas.
Experience with Active Directory and Group Policy.
Basic understanding of network topologies.
Must have the ability to work independently and as part of a team.
Ability to promptly answer support related email, phone calls, and other electronic communications.
Ability to perform problem analysis, logically organize and prepare technical documentation and effectively communicate both orally and written.
This position also requires that the Team Member have the ability to adapt to an ever-changing technology environment.
Must be able to take on new challenges and technologies with the ability to obtain knowledge on current technologies in place.
Able to sit or stand for an extended period of time
Able to lift up to 30 pounds
Use of fine motor skills

Nice To Haves

College degree or technical vocation certification preferred, 2+ years in IT related field.
Understanding of SAN, NAS environments Microsoft Office Products, VMWare and/or Virtual environments.

Responsibilities

Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.
Receive, log, and manage calls from Team Members via telephone and email
Maintain an Asset Database and track changes
First and second line support - Troubleshoot IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends and relative reports for this position
Publish support documentation to assist Team Members with requests for information and provide training
Basic Active Directory knowledge: create user accounts, reset passwords, create groups etc.
Facilitate smartphone and tablet account management
Arrange for external technical support when problems cannot be resolved in-house
Perform all other tasks requested as they relate to the Bank and its functions.
Perform off duty and on call functions pertaining to technology requirements