American Savings Bank

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IT Help Desk Support Analyst

at American Savings Bank

Posted: 9/22/2019
Job Reference #: 5000531832106

Job Description

Job Description

Primary Purpose of the Job
Responsible for providing technical support and customer service to ASB employees to enhance productivity in the effective use of computer technology. Serve as an escalation and support point for the other Support Analyst teammates in resolving issues presented to the Helpdesk. May conduct training sessions for new helpdesk analysts as well as support the implementation of new helpdesk processes and procedures. The lead actively participates and contributes to the development of team goals and objectives. The Lead IT Customer Support Analyst also maintains knowledge base systems and the call tracking database to enhance quality of problem resolution.

Major Job Accountabilities
  • Responsible for delivering IT production support services that enable the business and enterprise users to be successful by analyzing and resolving the most complex incidents, problems and service requests, following the defined support processes. This role collaborates across the production support department to ensure the integrity and availability of IT production systems and services. Manage the support processes and applies expert knowledge about multiple business functions across the department, ensuring adherence to, as well as improving upon, processes and procedures.
  • Manages the Incident Management process for reported incidents, such as, recording and monitoring incident progress, effectively describing the symptom/cause and/or resolution, classification of severity values, and resolving them when appropriate or referring them to higher level support if required. Takes over escalated tickets/work orders from Helpdesk team that require additional troubleshooting and follow-up. Escalates tickets to other Tech teams as appropriate.
  • Produces appropriate reports on Helpdesk statistics and weekly performance reports. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel.
  • Recommends system and process improvements including procedures, training, and enhanced documentation. Create and documents detailed procedures for other Help Desk analysts. Provides recommendations to management on ways to increase first call resolution and customer satisfaction.
  • Provide problem-solving and technical skills necessary to respond to clients' issues and inquiries using a variety of diagnostic tools and fundamental knowledge of systems and applications. Strong interpersonal skills are required to guide clients through varied situations, maintain composure in stressful circumstances, and resolve issues in a timely and professional manner.
  • Provides mentoring and guidance to less experienced teammates and/or assists them in resolving more difficult issues.



Education Requirements
4-year college degree in Accounting or related field or equivalent combination of education and experience

Experience Required
  • Minimum five (5) years of work experience in Information Technology
  • Minimum five (5) years of work experience in technology customer support
  • Minimum five (5) years of work experience with Windows 7, Windows 8, Windows 10, Microsoft Server 2012, Microsoft Office, Outlook, Citrix MDM, Citrix Desktop, SCCM, SCEP, SCOM, WSUS, Apple IOS, and Active Directory.
  • Minimum three (3) years of work experience working in large IT organization (multiple locations, client server technology, WAN, 1200+ client environment)
Required Skills or Training
  • Demonstrates exceptional interpersonal skills, focused on resolving issues and building end user rapport.
  • Demonstrates an ability to successfully multitask and complete assignments within deadlines, which may have short lead times.
  • Developed customer service skills, including the ability to diffuse disgruntled end user situations.
  • Demonstrates strong written and oral communication skills, including the ability to thoroughly document information into electronic recordkeeping systems.