The Technical Support Analyst Trainee is responsible for providing comprehensive IT support for employees and business operations, while developing expertise in the effective use and support of technology. This is an entry-level position.Key areas of responsibility include providing quality customer support, troubleshooting and issue resolution, meeting service response time goals, researching and answering end user questions, documenting support tickets, solutions and maintaining the IT support knowledge base.
PRIMARY DUTIES:
Quickly and correctly identify technical issues or problems.
Recommend the most efficient solution to address the issue.
Respond to requests for technical assistance by phone, email, messaging 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 technological innovations that support the Bank’s mission and vision.
SECONDARY DUTIES:
Maintain effective workload organization and follow through issues to completion.
Record and maintain required information to support accurate reporting for Senior Management.
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.
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