What are the responsibilities and job description for the Support Analyst Level 2 - Information Technology position at WesBanco?
This position is 100% in office. The employee will work their scheduled work hours in a designated WesBanco location. Consideration for location will be Bank Plaza - Wheeling, WV.
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Summary
As a member of the IT Service Desk, the Support Analyst Level 2 serves as the primary point of contact for all technology-related inquiries into the Information Technology Department. You will analyze the performance of IT systems, troubleshoot and resolve problems, incidents, tickets, and requests related to IT equipment and software, as well as provide IT support to end users across the organization.
Essential Duties And Responsibilities
Includes the following, other duties may be assigned.
Resolves incoming personnel IT queries remotely via email, message system, phone, voice mail, ticketing system, and in person.
Tests and analyzes IT system and software performance.
Prioritizes and resolves IT concerns and escalates serious issues to relevant stakeholders.
Avoids service interruptions by assisting with system installations, updates, and maintenance procedures.
Prepares training documents and Frequently Asked Question materials for easy-access end user guidance.
Documents processes and maintains service desk records including incidents, problems, requests, and outages.
Makes recommendations to optimize IT performance and to prevent future problems.
Collaborates with internal departments to ensure that IT needs are met.
Stays informed of IT advancements.
Performs weekend on-call rotations. Some evenings and travel may be required.
Assists and trains peers and end users on service desk functions.
Works with third party vendors for resolution when necessary.
Provides excellent customer service, regular follow-up, and owns assigned tasks.
Customer Service Skills
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Willingness to provide support to and mentor junior members of the team.
Interpersonal Skills
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.
Other Requirements
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank’s policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Intermediate knowledge of Windows Operating Systems required.
Intermediate knowledge of Active Directory and user management required.
Intermediate knowledge of Microsoft Office 365 Solutions required.
Intermediate knowledge of Computer hardware required.
Intermediate knowledge of enterprise printing solutions required.
Intermediate knowledge of Citrix remote access preferred.
Intermediate knowledge of enterprise monitoring solutions preferred.
Intermediate knowledge of Mobile Devices (iOS, Android) preferred.
Basic knowledge of switching and routing preferred.
Basic knowledge of TCP/IP preferred.
Basic knowledge of enterprise software management and troubleshooting preferred.
Basic knowledge of virtualized serve infrastructure (VMWare, KVM, Acropolis, Nutanix a plus) preferred.
Basic knowledge of enterprise storage solutions preferred.
Willingness to respond to emergencies and work additional hours and weekends if needed.
Willingness to perform on call duties on weekends and holidays.
Ability to work under pressure.
Maintains professional attitude to other employees and adheres to Dress Code policy as it applies.
Ability to work independently with minimum supervision.
Proficient in MS Office products.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
Ability to write reports, business correspondence and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to compute rate, ratio, percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
,
Associate degree in a technology discipline or 1 technical certification and at least 2 year of technology experience or a combination of education, certification, and job experience preferred.
,
Summary
As a member of the IT Service Desk, the Support Analyst Level 2 serves as the primary point of contact for all technology-related inquiries into the Information Technology Department. You will analyze the performance of IT systems, troubleshoot and resolve problems, incidents, tickets, and requests related to IT equipment and software, as well as provide IT support to end users across the organization.
Essential Duties And Responsibilities
Includes the following, other duties may be assigned.
Resolves incoming personnel IT queries remotely via email, message system, phone, voice mail, ticketing system, and in person.
Tests and analyzes IT system and software performance.
Prioritizes and resolves IT concerns and escalates serious issues to relevant stakeholders.
Avoids service interruptions by assisting with system installations, updates, and maintenance procedures.
Prepares training documents and Frequently Asked Question materials for easy-access end user guidance.
Documents processes and maintains service desk records including incidents, problems, requests, and outages.
Makes recommendations to optimize IT performance and to prevent future problems.
Collaborates with internal departments to ensure that IT needs are met.
Stays informed of IT advancements.
Performs weekend on-call rotations. Some evenings and travel may be required.
Assists and trains peers and end users on service desk functions.
Works with third party vendors for resolution when necessary.
Provides excellent customer service, regular follow-up, and owns assigned tasks.
Customer Service Skills
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Willingness to provide support to and mentor junior members of the team.
Interpersonal Skills
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.
Other Requirements
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank’s policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Intermediate knowledge of Windows Operating Systems required.
Intermediate knowledge of Active Directory and user management required.
Intermediate knowledge of Microsoft Office 365 Solutions required.
Intermediate knowledge of Computer hardware required.
Intermediate knowledge of enterprise printing solutions required.
Intermediate knowledge of Citrix remote access preferred.
Intermediate knowledge of enterprise monitoring solutions preferred.
Intermediate knowledge of Mobile Devices (iOS, Android) preferred.
Basic knowledge of switching and routing preferred.
Basic knowledge of TCP/IP preferred.
Basic knowledge of enterprise software management and troubleshooting preferred.
Basic knowledge of virtualized serve infrastructure (VMWare, KVM, Acropolis, Nutanix a plus) preferred.
Basic knowledge of enterprise storage solutions preferred.
Willingness to respond to emergencies and work additional hours and weekends if needed.
Willingness to perform on call duties on weekends and holidays.
Ability to work under pressure.
Maintains professional attitude to other employees and adheres to Dress Code policy as it applies.
Ability to work independently with minimum supervision.
Proficient in MS Office products.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
Ability to write reports, business correspondence and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to compute rate, ratio, percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
,
Associate degree in a technology discipline or 1 technical certification and at least 2 year of technology experience or a combination of education, certification, and job experience preferred.
