IT Service Desk Analyst

Avidia Bank • Westborough, MA

1d

About The Position

The IT Service Desk Analyst provides first- and second-level technical support to bank employees. The role opens, routes, and resolves Help Desk tickets and provides desktop hardware support, including computer builds, imaging, troubleshooting, and patching. The analyst helps ensure service-level agreements are met and policies and processes are followed, manages Help Desk responsiveness and productivity, and monitors requests for recurring problems and training needs.

The position supports software and hardware installation, upgrades, patch coordination, equipment evaluation and testing, vendor service calls, and hardware and software inventory and status reporting. It also assists with server log monitoring, WAN/LAN and telecommunications support, basic IT security tasks, and researching technology and productivity tools. The role requires protecting confidential bank and customer financial data and keeping current with relevant user software and hardware requirements.

The position is full-time. The listed salary is $30–$35 per hour.

Requirements

• Bachelor’s degree in computer science or a related technical field, or four to five years of experience.
• Experience installing and maintaining hardware and software.
• Experience supporting a Microsoft 365 environment.
• Experience in Desktop Engineering.
• Strong problem-solving and interpersonal skills.
• Ability to explain complex material in a user-friendly manner and interact with all levels of the Bank.
• Ability to recognize recurring or related issues reported by users to the IT team.
• Knowledge of web applications and development tools.
• Planning and organizational skills, as well as analytical and project management abilities.
• Working knowledge of banking operations and various software packages.
• Ability to work flexible schedules.
• Strong attention to detail.

Responsibilities

• Provide first- and second-level technical support to bank employees and open, route, or resolve Help Desk tickets.
• Provide desktop hardware support, including builds, imaging, troubleshooting, and patching.
• Work with the manager to help ensure service-level agreements are met and policies and processes are followed.
• Coordinate workstation software patches and manage Help Desk response time, productivity, and accuracy.
• Monitor service requests to identify recurring problems and additional training needs.
• Assist with ordering, installing, and upgrading software and hardware.
• Analyze new IT equipment, enhancements, or upgrades; identify functionality and test before deployment.
• Work with vendors to install, correct, and maintain database interfaces and ensure appropriate security permissions.
• Serve as a point of contact for service calls involving maintenance or warranty repairs for bank hardware and software.
• Report status information on patch management and software and hardware inventory.
• Develop project plans for hardware and software upgrades or new deployments.
• Assist with proactive monitoring of server audit and event logs.
• Assist with support for WAN/LAN hardware and software and resolution of data and telecommunications issues.
• Research technological advancements and productivity-enhancement tools.
• Assist with basic IT security functions, including implementing user profiles, group policies, and network access to data or applications.
• Protect the confidentiality of financial data relating to bank operations and customers.
• Keep current with industry advances in user software and hardware requirements related to the intranet and assigned applications.

What This Job Offers

• Job Type: Full-time