Help Desk Analyst:
The Technical Support Specialist I assists in the technical support and administrative maintenance of systems and applications used by the system. The Technical Support Specialist I is part of the Level 1 Technical Support team (Technical Support Specialists) responsible for providing accurate and timely resolutions to end-user issues and requests related to systems and applications supported by the Bank. This includes providing phone and email support during assigned periods of the day, reviewing and resolving assigned trouble tickets, and effectively tracking and communicating the resolution of end-user problems to ensure user satisfaction and productivity.
Help Desk Analyst Essential Duties and Responsibilities:
• Main area of responsibility is first-call troubleshooting and problem solving of technical issues.
• Researches, resolves and responds to first level trouble tickets. Escalates tickets in a proper and timely manner per procedure to facilitate resolution.
• Responsible for supporting the operation, maintenance and repair of the personal computers, and related hardware / software and network components via the phone.
• Maintains and assists with network and core banking application login ID’s and passwords.
• Provides support and maintains written resolutions to frequent problems as they relate to networks, hardware, software applications, and telecommunication systems (including video conferencing) in use by Bank personnel.
• Responsible for logging trouble tickets in tracking database and ensuring timely settlement of assigned user requests and issues.
• Knowledge of Citrix is required
Help Desk Analyst Experience/Skills Required:
• Requires a minimum of two years background in technical support / help-desk experience, including a demonstrated record supporting and using all Bank supported versions of PC’s, NetWare, Windows NT, Windows, Novell, ArcServe, NT Terminal Server/Citrix MetaFrame, and the Microsoft Office suite of applications including Outlook.
• Requires demonstrated understanding of the basics of network administration and/or Novell and MS product certifications.
• Requires demonstrated understanding of Bank supported core banking applications.
• Requires willingness and ability to adapt to rapid changes in order to support and use future technology.
• Must posses excellent communication and telephone skills and the ability to problem-solve technical issues.
• Requires strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users.
• Requires proficiency with varied types of computer hardware and software.
• Requires proficiency with varied computer and network operating systems.
• Must posses a general knowledge of all bank operations.
• Must exercise a reasonable amount of independent judgment under a minimum of supervision.
Qualified candidate should send resume to *********
Experience: Help Desk Analyst-Citrix
To Apply to this job go to http://www.GadBall.com or click here