CNB Bank, IT Service Desk Analyst, Part-Time

Description

The IT Service Desk Analyst's 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 increasing incidents to maintain SLA expectations. 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. Associates 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 job functions. Additional responsibilities may be assigned in the position.

SERVICE MANAGEMENT, SUPPORT, AND PRIORITIZATION

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. Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other critically important systems. 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.

COMMUNICATION AND COLLABORATION

Collaborate with co-workers on IT projects, service tickets, and other internal customer needs. Embrace a positive approach in managing change, while demonstrating superb communication skills through effective conversations and customer service activities. Seek opportunities to support volunteerism in the local community’s awareness events, increase the bank’s outreach and foster new community connections. Identify problematic system areas, engage vital resources, and implement timely communication to those affected by any IT service outage. Contribute to technical knowledgebase. Communicate application problems and issues to key collaborators, end users, and leadership as needed.

KNOWLEDGE AND CURIOSITY

Display drive and curiosity to understand end-user processes and network with business area domain experts to best understand the needs that generate new IT Service requests, interactions, or enhancements. Expand technical knowledge by attending educational workshops. Identify and learn appropriate software applications used and supported by the organization. Be curious, a champion for innovative methods, and seek professional development and growth!

Requirements

QUALIFICATIONS, EDUCATION, AND EXPERIENCE

Display drive and curiosity to understand end-user processes and network with business area domain experts to best understand the needs that generate new IT Service requests, interactions, or enhancements. Expand technical knowledge by attending educational workshops. Identify and learn appropriate software applications used and supported by the organization. Be curious, a champion for innovative methods, and seek professional development and growth!. A background screening will be conducted.

• EDUCATION and EXPERIENCE: 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.
• LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak optimally both one-on-one and before groups. Communicate to clients and to establish relationships at all levels in the organization effectively.
• TECHNOLOGY SKILLS: 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.
• MATHEMATICAL SKILLS: 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.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve exciting problems involving several