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Title

Technical Support Analyst 

About the Organization We are people serving people. Established in 1849, Savings Bank of Danbury is a full-service community bank rooted in history and positioned for the future. We provide a full array of deposit, savings, and lending services for individuals and businesses. Through modern banking technology, our customers can access to their accounts and manage their money anytime, on the go. We are committed to employing highly-motivated people who value customer care, professionalism, and team success.  
EOE Statement Savings Bank of Danbury is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Position Technical Support Analyst  
Full-Time/Part-Time Full-Time  
Description

LOCATION: Danbury, CT

DEPARTMENT: Information Technology

REPORTS TO: Network Engineer

SUMMARY: The Technical Support Analyst is responsible for performing all aspects of employee and business line support as it relates to their technology utilization. Key areas of responsibility include providing quality customer support, meeting service response time goals, troubleshooting issues, researching/answering end user questions, and making process/product/service improvement suggestions.

PRIMARY DUTIES:

  • Quickly and correctly identify technical issues or problems
  • Recommend the most efficient solutions to address the issues
  • Respond to requests for technical assistance by phone, email, or in-person as needed
  • Answer web-based inquiries within the response time goals for the IT Help Desk
  • Answer phone calls and within the response time goals for the IT Help Desk
  • Build and expand knowledge base to support technology infrastructure, hardware, software and user needs
  • Improve response times by contributing content to our FAQ help database
  • Propose technology innovations that support the Bank's mission and vision.
  • Provide technical advisory for business lines during project initiatives.
  • Design and implement various workflows.

SECONDARY DUTIES:

  • Maintain effective workload organization and follow through issues to completion
  • Record and maintain required information to support accurate reporting for Senior Management
  • Maintain continuous knowledge of industry best practices for supporting the Bank's technology infrastructure
  • Identify and perform best practices for addressing various issues with our endpoint's hardware, and software
  • Support patch and vulnerability management programs
  • Perform maintenance on endpoints as needed
  • Troubleshoot, configure and install hardware, software, and peripherals
  • Adhere to established IT policies and procedures
  • Comply with all applicable banking regulations
  • Follow security protocols within the Bank to ensure the safeguarding of non-public personal information
  • Perform other duties as assigned.
 
Position Requirements

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

Associates degree or an equivalent level of training or experience.

2+ years relevant experience in a technical support role.

Technical Competencies:

Expert

  • Office 365
  • Windows Desktop OS
  • Hardware Operations and Troubleshooting
  • Audio/Video

Intermediate:

  • Networking (TCP/IP)
  • Mobile Device Management
  • Patch Management
  • VPN/Remote Access tools

Novice:

  • Vulnerability Management
  • Network Device OS

PREFERRED CERTIFICATIONS:

Microsoft, A+, Network+

 
Hours Per Week None Specified 

This position is currently accepting applications.

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