Job Description The Support Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
RESPONSIBILITIES:
Provide support by fielding incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective analysis, diagnosis, and resolution of end user requests, per department guidelines. Document all pertinent end user identification information, including name, department, contact information and nature of the request. Provide a positive support experience by building rapport and eliciting details about the request from Help Desk end users. Prioritize Help Desk requests and escalate requests (when necessary) to the appropriate Team or Technician. Record, track and document the Help Desk request including all troubleshooting steps taken, successful or unsuccessful, and the final resolution. Apply appropriate diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in resolution of the help request. Learn and identify appropriate systems, software and hardware used and supported by United Bank. Remotely perform fixes at the desktop level, including installing and upgrading software, installing hardware drivers, implementing file backups, and configuring systems and applications. Test fixes to ensure request has been adequately resolved. Qualifications High school diploma or equivalent required; 4-year degree in related field preferred Minimum of 1 (one) year work related experience highly desired; banking or IT industry a plus. Proficient in Microsoft Office products required Proficient in Desktop Operating Systems preferred Ability to work 40 hours onsite a week and ability to work after-hours on occasion required. Customer service orientation and/or prior customer service training required. CompTIA A+ certification, Microsoft Office, Operating System certifications, and Support Desk Analyst certifications preferred Technical knowledge of PC and desktop hardware preferred Hands-on hardware troubleshooting experience preferred Working technical knowledge of current protocols, operating systems, and standards preferred. Self-motivated Ability to effectively follow processes, as well as prioritize and execute tasks in a high-pressure environment preferred. KEY COMPETENCIES:
Problem Analysis and Resolution focused. Dependability Communication Proficiency Customer Service focused Self-Directed Keen attention to detail. Team-orientated and skilled in working within a collaborative environment. ESSENTIAL FUNCTIONS
Minimum of 40-hour onsite work week. Remote work capabilities preferred. Flexibility to work in the office or remote as needed. Ability to sit, stand, kneel, and bend for extended periods of time. Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. Ability to converse and exchange information with all levels of staff within organization. Ability to observe, perceive, identify, and translate data Company Profile At United, we value all of the relationships we have built since 1839. We are committed to providing each relationship with an unmatched level of service. While we offer competitive products, services, rates, and technology, the level of service we provide and our commitment to building relationships is what sets us apart from our competitors. Our 211 full-service banking offices and 15 loan origination offices in West Virginia, Maryland, Virginia, Ohio, Georgia, Pennsylvania, North Carolina, South Carolina and Washington, D.C. are each built on customer service and commitment to the community. United is backed by a history of safe, sound and secure banking practices that have allowed us to navigate through decades of changing economic environments. Because of this, our employees, customers, shareholders and communities can rely on us to be their banking partner for decades to come. At United, our strength is our people, and we are committed to nurturing an inclusive culture that is reflective of the communities we serve; celebrates diversity of thought, backgrounds, and experience; promotes respect and a shared purpose; and aligns with our core values. Member FDIC. Equal Housing Lender. Equal Opportunity Employer.
