The Bancorp Bank

  • Desktop Support Analyst

    Job Location US-DE-Wilmington
    Regular Full-Time
  • Overview

    Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals. Document, maintain, upgrade and replace hardware and software systems as assigned.


    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 to ensure consistent standard operating procedures are identified for others in the area.
    2. Set up and configure printers, scanners, faxes, copiers and other peripherals.
    3. Respond to assigned HEAT tickets, resolve issues, document actions, and close tickets in the system. Talks directly with clients to obtain a clear and detailed description of the issue.
    4. Work closely with employees at all levels across the organization when responding to issues. Update internal clients on solutions and manage expectations and timing of resolution as needed. May provide hands-on training when walking clients through equipment issues. Follow up as needed to ensure client satisfaction and understanding.
    5. Update and maintain inventory of all hardware and software resources and parts. Notify management of inventory and supply needs.
    6. Work with outside vendors as needed to resolve issues and elevate problems as needed. Maintain awareness of hardware and software updates and elevations that may affect on-site equipment.
    7. Manage and elevate Microsoft patches. Schedule patches and updates as needed with minimum disruption to employees.
    8. Manage and elevate anti-virus software updates. Evaluates impact of new releases and upgrades and resolves software related problems as they occur.
    9. Manage encryption software updates and elevations. Maintain awareness of software changes, schedule updates on company servers and networks. Identify and troubleshoot issues resulting from elevations.  
    10. Perform other related duties as assigned.



    • An Associate’s degree in a related field or an equivalent combination of training and experience.
    • A minimum of 2 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:

    • Some knowledge of TCP/IP networking and related network services
    • Some knowledge of Active Directory concepts and administration
    • Knowledge of Microsoft office products
    • 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
    • Must be able to lift 50 pounds.

    Employment with The Bancorp requires passing a background check that includes credit, criminal, OFAC, education and prior employment.


    "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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