CNB Bank, IT Service Desk Analyst

CNB Bank•Clearfield, PA

About The Position

The IT Service Desk Analyst role is to ensure proper computer (hardware & software) operation so that end users can accomplish their daily business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and incidents to maintain SLA expectations as part of a Help Desk team. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the user’s desktop as well as virtual/remote support. Analysts may participate in projects for specific areas such as implementing IT Service Management (“ITSM”) System enhancement, troubleshooting of companywide technology infrastructure such as LAN/WAN, server, network devices and applications during enterprise changes, or construction and contribution of End-User “How to” documentation and updating asset inventory. Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

Requirements

College degree or sophisticated education in the field of computer science, management of information systems, or related field. Or 2+ years relevant customer service experience.
A background screening will be conducted.
Ability to read, comprehend, and interpret documents.
Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization.
Ability to communicate to clients directly and effectively.
Experience with workstations, printers, scanners, servers, network disk storage, routers/switches/WIFI, telephone systems, peripheral devices and various network connected devices preferred.
Communicates user-friendly technical ideas.
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to solve challenging problems involving several variables in a standardized situation.
Display strong troubleshooting abilities in open-ended situations, with the ability to diagnose, research, and remediate novel issues being key.

Nice To Haves

Experience with workstations, printers, scanners, servers, network disk storage, routers/switches/WIFI, telephone systems, peripheral devices and various network connected devices preferred.

Responsibilities

Respond to and provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Evaluate documented resolutions for trends and opportunities to prevent repeated problems
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Prioritize and bring up incidents with accurate documentation to suitable senior technicians, when required.

Benefits

Medical, Dental, Vision & Life Insurance
401K with company match
Paid Time Off & Recognized Holidays
Leave policies
Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
Employee Assistance Program
Employee Health & Wellness Program
Special Loan and Deposit Rates
Gradifi Student Loan Paydown Plan
Rewards & Recognition Programs and much more!
Eligibility requirements apply.