Technical Support Analyst

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Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

Job Summary:

The Technical Support Analyst will apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications/needs. In addition, the incumbent will provide support to end-users across all UFB locations. This person will be responsible for solving technical issues, troubleshooting and testing problem areas by telephone or email in a timely and accurate fashion.

Essential Job Functions include, but are not limited to:

• Support users in the use of computer equipment by providing necessary training/advice.
• Apply systems analysis techniques and procedures, including consulting with users to determine hardware, software, or system functional specifications/needs.
• Install, make changes, and repair computer hardware and software.
• Operating systems and applications installation/configuration/testing/modification.
• Provide quality desktop support to end users including support for hardware, software, printing, and applications.
• Analyze, run diagnostics testing, and follow up to resolve customer reported issues.
• Receive and respond to calls, emails, live chats, and web inquiries from systems users.
• Log all received issues into our help desk ticketing system (Internet software sciences help desk system).
• Classify and prioritize incidents.
• Exercise independent judgement to determine when to escalate incidents.
• Monitors incidents to identify a root cause, performing RCA to recommend specific solutions.
• Manage Help Desk tickets in a timely manner, resolving 70 percent of tickets during first contact.
• Escalate issues to senior network administrator or IT director.
• Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation.
• Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Skills and Abilities Required to Perform Essential Job Functions:

• Demonstrated ability to identify root causes and formulas remediation strategies.
• Knowledge of Internet browsers. (Edge, and Chrome)
• Professional written and verbal communication skills.
• Problem solving ability.
• Ability to set priorities and work on multiple tasks.
• Ability to follow detailed documented procedures.
• Ability to work independently and on a team.

Education, Experience and Qualifications:

• Minimum of two years’ relevant experience.
• Bachelor’s degree in technical field, preferred.
• Banking industry experience, preferred.
• Knowledge of Microsoft operating systems (Windows 11) is highly preferred.

Physical Requirements of Essential Job Functions:

The associate is frequently required to sit and/or stand, communicate, reach, and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc. Weekend and evening work will be required.

Working Conditions:

• Typical office environment.
• Extended viewing of computer screens.
• Periodic travel between locations may be required.

The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.

United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.