Technical Support Analyst

United Fidelity Bank•Evansville, IN

About The Position

It's fun to work at a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration. Job Summary: The Technical Support Analyst will apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications/needs. In addition, the incumbent will provide support to end-users across all UFB locations. The candidate will be responsible for solving technical issues, troubleshooting and testing problem areas by telephone or email in a timely and accurate fashion. Essential Job Functions include, but are not limited to: Support users in the use of computer equipment by providing necessary training/advice. Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications/needs. Install, make changes, and repair computer hardware and software. Operating systems and application installation/configuration/testing/modification. Provide quality desktop support to end users including support for hardware, software, printing, and applications. Analyze, run diagnostics testing, and follow up to resolve customer reported issues. Receive and respond to calls, emails, live chats, and web inquiries from system users. Log all received issues into our help desk ticketing system (Internet software sciences help desk system). Classify and prioritize incidents. Exercise independent judgement to determine when to escalate incidents. Monitors incidents to identify a root cause, performing RCA to recommend specific solutions. Manage Help Desk tickets in a timely manner, resolving 70 percent of tickets during first contact. Escalate issues to senior network administrator or IT director. Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation. Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Demonstrated ability to identify root causes and formulas remediation strategies.
Knowledge of Internet browsers. (Edge, Chrome)
Professional written and verbal communication skills.
Problem solving ability.
Ability to set priorities and work on multiple tasks.
Ability to follow detailed documented procedures.
Ability to work independently and on a team.
Minimum of two years’ relevant experience.
Knowledge of Microsoft operating systems (Windows 11) is highly preferred.

Nice To Haves

Bachelor’s degree in technical field, preferred.
Banking industry experience, preferred.

Responsibilities

Support users in the use of computer equipment by providing necessary training/advice.
Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications/needs.
Install, make changes, and repair computer hardware and software.
Operating systems and application installation/configuration/testing/modification.
Provide quality desktop support to end users including support for hardware, software, printing, and applications.
Analyze, run diagnostics testing, and follow up to resolve customer reported issues.
Receive and respond to calls, emails, live chats, and web inquiries from system users.
Log all received issues into our help desk ticketing system (Internet software sciences help desk system).
Classify and prioritize incidents.
Exercise independent judgement to determine when to escalate incidents.
Monitors incidents to identify a root cause, performing RCA to recommend specific solutions.
Manage Help Desk tickets in a timely manner, resolving 70 percent of tickets during first contact.
Escalate issues to senior network administrator or IT director.
Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation.
Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.