IT Help Desk Analyst

Full-time

Location

: On-Site Summary: Greenfield Savings Bank is seeking a full-time helpdesk analyst. This role will be part of a team responsible for resolving IT hardware and software issues, providing IT support to our end users, and analyzing and optimizing end user IT systems and software. The helpdesk analyst plays a pivotal role as the first line of support for our organization and is expected to respond to calls, emails, and tickets in a timely and professional manner.

Primary Responsibilities

• Support and resolve a wide range of incoming hardware and software issues reported by Bank personnel
• Actively monitor the Bank’s ticketing system, RemedyForce, to prioritize and triage IT issues, escalating, when appropriate, to Tier 2 support
• Participate in proactively avoiding service disruption through the deployment of system and application installations, updates, and other maintenance
• Participate in the department’s data protection, disaster recovery, and business continuity planning and test activities
• Maintain accurate service desk records through the ticketing system
• Manage the onboarding and offboarding of end users, including remote access, per approved procedures
• Responsible for preparation of training materials and FAQs for end users
• Collaborate with IT team members to prevent future issues
• Participate in on-call rotation for after-hours break/fix support
• Travel to branch locations to support, as needed
• Other duties, as needed

Requirements

• Associate’s degree in an IT-related field, or High School Diploma and equivalent experience
• Minimum 2 years’ experience in an IT end-user support role
• Working knowledge of current Microsoft operating systems, M365, and hardware
• Proficiency using a service management system (e.g., ServiceNow, RemedyForce)
• Experience with remote control tools (e.g., Remote Control, BMC Client Manager)
• Exceptional communication, collaboration, and interpersonal ski