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Salem Five Bank Desktop Analyst I in Salem, Massachusetts

  • Information Systems * DESKT02061 Full-Time Salem, MA, USA ### Description Salem Five is a growing regional financial services organization with a rich history of over 160 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers. This position requires the ability to work in the Salem, MA offices. Desktop Analyst I Essential Duties and Responsibilities include the following. Other duties may be assigned. * Provides timely support and sets attainable expectations for the internal and remote customers supported by the helpdesk. This includes first & second line support to all bank locations and departments. Provides support to desktop operating systems and applications; as well as centrally administered business line applications; track support issues directed to distributed teams as appropriate. * Administers UAM (User Access Management) workspace and all administrative aspects of user’s onboarding, changes and termination process- Including access to numerous applications used throughout the bank. * Monitors the helpdesk queue and proactively participates in managing the queue to ensure all tickets are being addressed in accordance with our operating service levels. * Understands the features and facilities of desktop product suites and can implement changes and enhancement in accordance with those strategies. * Creates alternative methods of completing tasks to correct user errors and system inconsistencies to improve the desktop function; when these alternative methods deviate from standards, ensures the appropriate administrative tasks are complete. * Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature; escalates as needed. Recognizes the need to escalate problems and knows own limitations and seeks help when needed. * Contributes/reviews cases to the knowledgebase in well written audience centered business language; updates documentation and follows administrative record keeping requirements. * Ensures personal computers interconnect seamlessly with diverse systems including associated application systems, file servers, email servers, web conferencing systems, and administrative systems; provides appropriate level of support and guidance on usage of supported software products. * Performs help desk functions by taking calls and using the helpdesk software to track, identify and resolve problems. * Uses effective listening skills to develop understanding of user questions or problems. * Collaborates with members of Client Services Team on production tickets that effect the desktop environment * To efficiently manage support tickets and meet timelines of assigned projects. * Updates all documents affected by change as directed and documents solutions to production problems. Maintains familiarity with support documentation and tools in work place. * Assumes additional responsibilities as requested. Qualifications Important considerations include understanding, obtaining and recording accurate information from client/user personnel. The ability to follow directions and document changes Strong analytical skills. This function involves the systematic collection and analysis of all sources of information to determine the cause of a problem or error and the development of a solution. Recognizing the need to escalate problem to a higher level is essential to the analytical process. Recognizes longer term, recurring abnormal trends. Strong organizational skills. This function involves coordinating or preparing estimates of the time needed to complete own tasks and estimating similar task for peer. Understands the dependencies beyond own assignments and makes appropriate accommodations in scheduling. Strong technical skills. Have a working knowledge of Windows 10, as well as office suite products. Understand fundamental troubleshooting steps to work on problem resolution. Strong documentation and technical writing skills. This function involves the preparation and updating of problem tickets and work requests with relevant explanations. Important considerations include the clarity, accuracy and organization of material for the non-technical. Education and/or Experience Bachelors degree (B.S.) or equivalent from four-year college or technical school; or two - three years related experience and/or training; or equivalent combination of education and experience. Corporate experience in Banking preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle or feel. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. With a rich history and a strong reputation for growth, service and innovation, Salem Five offers employees a sense of stability and pride. Salem Five also offers a comprehensive salary and benefit package including health insurance and matching 401k plan. Qualified candidates may submit a resume and application online at or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Posted: May 25, 2021