United Bank

Support Desk Analyst

US-WV-Charleston
2 months ago
Job ID
2016-2016
# of Openings
1
Category
IT/Technical Services
Market/Branch
UBSI Non-Retail

Responsibilities

JOB SUMMARY:

The Level 1 Support Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

RESPONSIBILITIES:

  • Field incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Provide a positive customer support experience by building rapport and eliciting problem details from Help desk customers.
  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
  • Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by United Bank.
  • Remotely Perform fixes at the desktop level, including installing and upgrading software, installing hardware drivers, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.

Qualifications

  • High school diploma or equivalent required
  • 4-year degree in related field preferred
  • Demonstrated ability to learn customer support processes and techniques.
  • Customer service orientation and/or prior customer service training preferred.
  • CompTIA A+ certification, Microsoft Office and Operating System, and Support Desk Analyst certifications desired
  • Excellent technical knowledge of PC and desktop hardware.
  • Hands-on hardware troubleshooting experience.
  • Working technical knowledge of current protocols, operating systems, and standards..
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

 

ESSENTIAL FUNCTIONS:

  • Ability to sit, stand, kneel, and bend for extended periods of time.
  • Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, power tools, and other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
  • Ability to converse and exchange information with all levels of staff within organization.
  • Ability to observe, perceive, identify, and translate data
  • Ability to travel via air, rail, automobile and/or bus.

Overview

With over 175 years of experience, United Bank is one of the region’s premier banks with locations in West Virginia, Virginia, Washington, DC, Maryland, Ohio, and Pennsylvania. A subsidiary of United Bankshares, Inc., with dual headquarters in Washington, DC and Charleston, WV, we are a full service financial institution with over $19 billion in assets.
 
At United Bank, our people are our greatest asset. Our company is a perfect fit for hard-working, driven individuals as we provide a culture that is entrepreneurial, efficient, relationship-based and service-oriented. United is proud of our record of growth and our commitment to service - not only to our customers, but also to the communities in which we live and work.
 
United encourages our employees to become involved in the community and in professional activities, and we provide continued training and other support to help all employees achieve their full potential.

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