User Support Analyst

This position may be filled as a Level I, II or III.  Additional responsibilities and qualifications apply.

The purpose of this job is to have a central point for all employees to call for reporting problems for 3270 mainframe applications and hardware, PC applications and hardware, data and voice communications, and IT security onboarding.

Level II Additional Position Summary: The purpose of this job is to provide support for all application and hardware problems. This position assists management with all aspects of mainframe, and PC based conversions, and statistical reporting.

• Answers questions and resolves issues with Remote access
• Answers questions and resolves issues with Host, OnDemand and Document Image
• Answers questions and resolves issues with Hardware Support
• Answers questions and resolves issues with Printing
• Answers questions and resolves issues with Software
• Answers questions and resolves issues with passwords
• Monitors Branch Network status
• Monitors Branch Servers status
• After Hours rotation with Service Desk teammates. Bank-wide support daily to 8pm and weekends 8am to 8pm
• Secondary control of Weekly HR Audit rotation within the Service Desk, monitoring Active Directory, RACF, IBS2 and Image Access for New Hires, Transfers and Separations
• Perform additional duties as assigned.

Level II Additional Responsibilities:

• Assist with testing and documentation of new applications and processes for Service Desk.
• Ensures the Service Desk is monitoring for any patterns/problems and alerting IT teams of all issues.
• Processes MIS Onboarding of New Hires, Transfers and Separations via Bridge/ServiceNow.

Level III Additional Responsibilities:

• Primary control of Weekly HR Audit rotation within the Service Desk, monitoring Active Directory, RACF, IBS2 and Image Access for New Hires, Transfers and Separations.
• Assist with testing and documentation of new applications and processes for Service Desk.
• Ensures the Service Desk is monitoring for any patterns/problems and alerting IT teams of all issues.
• Processes MIS Onboarding of New Hires, Transfers and Separations via Bridge/ServiceNow.
• Perform additional duties as assigned.
• Coordinates and assist with training Computer Operators with Password reset processes and procedures.
• Take leadership of responsibilities of the Service Desk manager in their absence.

• High school education
• Customer service
• Working knowledge of Microsoft Office products, BRIDGE, Windows, Trip Applications.
• Overall Knowledge of all major banking applications, with a good knowledge of at least 1 or more applications
• Analytical skills
• Oral and written communication skills
• Advanced computer skills

Level II Additional Qualifications:

• 2 Years’ service desk experience
• Knowledge of Help Desk functions and daily/weekly processes.
• Communication skills
• Accounting skills
• Leadership skills

Level III Additional Qualifications:

• 5 years’ service desk experience
• Strong Knowledge of all major banking applications, with a good knowledge of at least 1 or more applications
• Minimum of 3 years’ experience working with branch platforms and PC based operating systems
• Knowledge of bank accounting methods
• Knowledge of Help Desk functions and daily/weekly processes.
• Advanced computer skills

Physical Requirements/Working Conditions:  Must be able to sit for long periods of time and use computer, keyboard, and mouse, while viewing multiple computer screens. 

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.