BankOnBuffalo, IT Service Desk Analyst

Job Type Full-time Description

The IT Service Desk Analyst role is to ensure proper computer (hardware & software) operation so that end users can accomplish their daily business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and incidents to maintain SLA expectations as part of a Help Desk team. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the user’s desktop as well as virtual/remote support. Analysts may participate in projects for specific areas such as implementing IT Service Management (“ITSM”) System enhancement, troubleshooting of companywide technology infrastructure such as LAN/WAN, server, network devices and applications during enterprise changes, or construction and contribution of End-User “How to” documentation and updating asset inventory.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

Key Responsibilities

• Respond to and provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Evaluate documented resolutions for trends and opportunities to prevent repeated problems
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Prioritize and bring up incidents with accurate documentation to suitable senior technicians, when required.

Attitudes

Collaborate with co-workers on IT projects, service requests, and other internal customer needs. Embrace a positive approach in managing change, while demonstrating the below core values:

• Respect – Interact with team members in need with tact and understanding
• Client Focus – Our mission is key to the success of those we support, focusing on helping others achieve their goals is paramount.
• Inclusion – Support for all members of all teams in all locations is a core requirement of this position. Our customers are our team members!

Behaviors

Demonstrates strong business ethics, honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership – Inspire others inside and outside the team to create success.
• Collaboration – Produce positive results as a team, communication and teamwork is key to all our successes.
• Integrity – Be trustworthy and a good steward of equipment and relationships.
• Volunteerism - Use your skill beyond the role by mentoring others, helping teammates, and supporting meaningful causes.

Competencies

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Innovation – Help establish better results through creative solutions.
• Accountability – Do the right thing even if not observed, and build trust with local teams outside of IT.
• Professionalism – Always conduct yourself in a manner that reflects our values.

Seeks Professional Development Opportunities

Display drive and curiosity to understand end-user processes and network with business area domain experts to best understand the needs that generate new IT Service requests, interactions, or enhancements. Expand technical knowledge by attending educational workshops. Identify and learn appropriate software applications used and supported by the organization. Be curious, a champion for innovative methods, and seek professional development and growth!

Requirements

Qualifications, Education, & Experience

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. College degree or sophisticated education in the field of computer science, management of information systems, or related field. Or 2+ years relevant customer service experience. A background screening will be conducted. 

• LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate to clients directly and effectively.
• TECHNOLOGY SKILLS: Experience with workstations, printers, scanners, servers, network disk storage, routers/switches/WIFI, telephone systems, peripheral devices and various network connected devices preferred. Communicates user-friendly technical ideas.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation. Display strong troubleshooting abilities in open-ended situations, with the ability to diagnose, research, and remediate novel issues being key.
• PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  

This position operates in a professional office environment with considerable time standing while using office equipment such as computers, phones, and printers. The ability to lift or move 25lbs on occasion is required. Noise level is moderate with constant communication and interactions with others. Ability to regularly travel to all market areas and occasionally attend seminars or training sessions offsite.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.  

Benefits

• Medical, Dental, Vision & Life Insurance
• 401K with company match 
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs and much more!

Eligibility Requirements Apply.

BankOnBuffalo is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status. CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.

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Salary Description $20.95 -$33.35 hourly