Job Description

Helpdesk Support Analyst

Department: Information Technology 

Reports to: VP, IT Manager

Supervises: None

Status: Exempt / Full-Time on-site

Level: Level 1

Must already be authorized to work in the United States. Relocation is not provided.

Partners Bank   is a rapidly growing community bank with operations in Maine and New Hampshire that has established superior service level expectations. We offer generous compensation and benefits while fostering opportunities for growth and flexible work schedules when appropriate. 

Summary fo

Summary for the Helpdesk Support Analyst:

Serves as the primary technical position responsible for the proper operation, maintenance, and support of Partners Bank’ back-office equipment and systems. Responsible for provisioning PC’s, Laptops, and mobile devices and related equipment service and support activities.

Job Requir J Job Requirements for the Helpdesk Support Analyst:  

• One to three years of experience in a hands-on Helpdesk Support role or equivalent position
• Desirable but not required certifications such as CompTIA A+, Microsoft Certified IT Professional.
• Ability to work flexible schedules.
• Ability to work onsite and remotely as needed.
• Working knowledge of Information Technology Infrastructure Library (ITIL). 
• Working knowledge of Information Security Principles.
• Experience in PC and Mobile Device life cycle management. 
• Strong interpersonal skills that include listening, teamwork, responsibility, dependability, leadership, motivation, flexibility, patience, and empathy. 
• Excellent problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to multitask in a fast-paced environment.
• Desire for continuous education. 
• Assist in tracking, problem resolution, and documenting issues with hardware, software and core bank applications through the bank’s helpdesk solution.

Specific Job Functions for the Helpdesk Support Analyst:

• Ensures the technology services procedures manual is updated on a regular basis.
• Effectively supports bank employees with varying degrees of technical expertise. 
• Ensures installed end user equipment is properly functioning and supported.
• Responsible for documenting end user device functionality related functions.
• Responsible for ensuring all technology services duties are performed in compliance with internal procedures and regulatory requirements.
• Manages the bank’s hardware assets to include tracking, updating and recommendations for replacement technologies.
• Works with other Information Technology personnel in designing, implementing, and supporting an effective system access and security environment.
• Manages the bank’s helpdesk request process and triages tickets, escalating as defined by policy.
• Maintains awareness of new technologies and determines the best course of action to obtain strategic advantage without subjecting the bank to any undue risk.
• Maintains Information Security requirements as required by bank policy and regulation. 
• Provide level one monitoring of end point protection to include Anti-virus alerts and predefined IT Event Monitoring Alerts.
• Assist Senior IT Personnel in the standardization, configuration, testing, and documentation of computer hardware, networking software and operating system software. 
• Provides necessary training to Partners Bank personnel on operational and support topics.
• Manages onboarding tasks for new employee’s or internal job changes.
• Assists with end user updates and patches.
• Assists with tracking, managing, and updating Bank Applications in a timely manner.
• Understand and be familiar with the bank’s website, Partners.bank 
• Maintains a working knowledge of Microsoft Desktop Applications, other third-party applications, and bank specific applications. 
• Assumes the role of Subject Matter Expert (SME) for technology related to job functions.
• Develops, updates, manages, and documents standard bank desktop images. 
• Assume additional responsibilities as requested.

Our generous benefits are listed on our website: Partners.Bank/about/careers

This Job Description   for the Helpdesk Support Analyst describes the essential functions and qualifications of the job described. It is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job. This document is not intended to exclude modifications consistent with providing reasonable accommodations for a disability. This is not a contract.

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