Full Time Help Desk Analyst II

Non-Exempt – Grade Level 5

Equal Employment Opportunity

Corporate Values & Mission

“Provide superior service, quality advice and show utmost respect to everyone we meet.”

General Summary

The IT Help Desk Analyst is self-motivated and customer service driven. The position’s primary function is to provide Second–Level customer support to internal staff. Support issues range from medium to high in complexity and will require the use of telephone, email, instant message, and/or remote-control tools on a regular basis. The position would also provide additional hardware, software, application, connectivity support, and training for internal staff. This position will be on-site in one of our current Michigan branch locations (Kent City, Lapeer, or Fenton).

Reports to: VP Information Technology

Essential Duties and Responsibilities

Provides technical assistance with Bank owned software applications and packages. Software includes, but is not limited to,: Jack Henry products (core, teller, CRM), Microsoft products (Word, excel, etc.), Departmental applications (Loans, collections, CSC, Operations, etc.) and IT (Backup, helpdesk, monitoring software).

Assists the staff members with demo’s, testing, implementation, and documentation of projects and initiatives.

Provide content, and training for bank employees regarding technology offered by the Bank.

Assists with data extraction and ingestion tools connecting core data with other applications.

Assists senior management with data and analytic requests.

Troubleshoots and restores technical service and equipment issues or problems by analyzing, identifying and diagnosing faults and symptoms.

Uses the IT ticketing system and works as a team to address internal and external customer issues. Facilitate the escalation of issues to senior engineering staff or outside service providers and/or vendors and maintains ownership of the incident until issue is resolved.

Works in a team setting, sharing information and assisting others with tickets.

Recommends procedures and controls for enhanced security and process efficiency.

Assist IT and Operations in discovering, implementing, and improving the bank’s payment, web, and mobile technology solutions, improving processes, and cutting costs by automating manual tasks.

Maintains documentation of existing systems, applications, vendors and any changes to customer systems.

Perform Branch site visits for inspection and troubleshooting of local issues.

Basic hardware installation and maintenance.

Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and report any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.

Be familiar and comply with all federal and state banking regulations as applicable

Performs other duties as may be required from time to time.

Qualifications

To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education

Minimum of High School Diploma; Technical Training Preferred.

Minimum four (4) years related IT Experience.

Computer knowledge - Windows, Microsoft Office, Apple iOS, Browser Support, and miscellaneous software applications (basic working knowledge). IBM Core and VMWare knowledge are a plus.

Requirements

Competencies

In addition to the Corporate Core Competencies, individuals in this position are expected to exhibit the following:

Analytical – Synthesizes complex and diverse information; collects and researches data; uses intuition and experience to complement data.

Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Has a thorough understanding of underwriting, coverages and rating procedures

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.

Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process. Makes timely decisions.

Physical Demands and Work Environment

Ability to work in an office environment which may include many hours of computer and telephone usage

Ability to lift 25lbs

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