What are the responsibilities and job description for the Help Desk Analyst position at Burke & Herbert Bank?
Responsible for performing problem resolutions to support the bank’s users (user access problems, printer connections, etc.).
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Maintains and disseminates information pertinent to computer matters to appropriate management.
- Monitors incident call activities to ensure timely and accurate responses with adequate consideration given to relevant concerns.
- Provides excellent customer service.
- Provides technical assistance with the bank’s computer systems.
- Answers questions, or resolves computer, phone, printer, and network problems for bank users, in person via telephone or from remote location.
- Provides assistance concerning the use of computer hardware and software including printing, software installation, banking applications, email, and operating systems.
- Installs and update desktops, laptops, networks, and related software.
- Enables user accounts and reset passwords for different banking systems.
- Troubleshoots all information technology issues, including software, hardware and networking.
- Configures workstations sessions and user profiles banking platforms.
- Troubleshoots with bank vendors.
- Contacts telecom and hardware vendors for telephone and printer related issues.
- Disconnects and re-connect computers to accommodate office and\or user moves.
- Document reported issues within the service desk application and follow up with the customer.
- Reports any unresolved or critical level problems to higher authority.
Other Duties
Skills / Abilities
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment
This job operates within a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copiers. Office environment with job duties conducted via telephone, face to face meetings, and on the computer. This position requires the individual to work some Saturday hours on rotation with other staff members. Some travel to and from bank locations may be necessary.
Physical Demands
This position requires manual dexterity, and the ability to lift 20-35 pounds of equipment. This position requires bending, stooping or standing as necessary.
Travel
Travel may be required for this position.
Education and Experience
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Equal Opportunity / Affirmative Action Employer M / F / disability / protected veteran status
