The Bancorp Bank

Sr. Desktop Support Analyst

US-DE-Wilmington
Type
Regular Full-Time

Overview

Document, analyze, troubleshoot, maintain, upgrade, replace, and/or repair hardware and software systems and devices as assigned. Provide hardware and software training as needed. Manage escalations from Desktop Support Analysts.

Responsibilities

  1. Set up, maintain, and troubleshoot desktop/notebook computers and telephones. Install and configure software in accordance with department policies and procedures. Document installation procedures.
  2. Set up, maintain, and troubleshoot IP-based desk phones, cell phones, printers, scanners, faxes, copiers and other peripherals, coordinating with other IT teams as needed.
  3. Respond to assigned ServiceNow tickets, resolve issues, document actions, and close tickets in the system. Talk directly with internal clients to obtain a clear and detailed description of the issue.
  4. Update internal clients on solutions, as well as managing expectations and timing of resolutions. May provide hands-on training when walking clients through equipment issues. Follow up as needed to ensure client satisfaction.
  5. Update and maintain inventory of hardware and software resources. Notify management of inventory and supply needs.
  6. Work with outside vendors as needed to resolve issues and elevate problems as needed.
  7. Manage and schedule software patches/updates as needed with minimum disruption to employees.
  8. Maintain awareness of software and hardware changes. Identify, troubleshoot, and document issues resulting from changes.
  9. Manage escalations from Desktop Support Analysts.
  10. Perform other related duties as assigned

Qualifications

Education/Experience:

    • An Associate’s degree in a related field or an equivalent combination of training and experience.
  • A minimum of 3 years related experience in set up, configuration, and troubleshooting desktop/notebook hardware and software from which was obtaining a knowledge of commonly-used concepts, practices, and procedures.

 

  • Previous experience working with remote users in a structured, process-driven environment.

Other Qualifications:

  • Strong knowledge of various technologies including items such as: Microsoft Windows operating systems, Microsoft Office, antivirus, DHCP, Active Directory concepts/administration
  • Experience with troubleshooting network connectivity
  • Experience with Cisco switches, CCNA certification a plus
  • Experience deploying VoIP telephones and voicemail
  • Experience with collaboration applications such as Webex, BlueJeans, Skype for Business, video conferencing
  • Knowledge of Apple operating systems a plus
  • Ability to prioritize and organize efficiently
  • Excellent verbal, written, and interpersonal communication skills
  • Excellent customer service skills with a high level of customer focus and motivation.
  • A team player able to work effectively in a team fostered, multi-tasking environment
  • Off-hours support required through the use of a rotating on-call schedule

The Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability

 

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