Location:
4224 Ridge Lea Road, Amherst New YorkRole Overview
The Desktop Support Analyst is responsible for delivering high-quality technical support for KeyBank’s computer platforms across corporate, campus, and data center environments. The role emphasizes superior customer service, operational efficiency, and adherence to established IT standards. Analysts are expected to resolve support requests promptly, maintain IT asset integrity, and contribute to continuous improvement initiatives.
Core Responsibilities
- Provide hands-on technical support for Windows and Mac OS platforms, including installation, maintenance, and troubleshooting.
- Ensure timely resolution of support tickets in accordance with service level agreements (SLAs).
- Communicate professionally with internal stakeholders, translating technical information for non-technical audiences.
- Track and manage IT assets throughout their lifecycle.
- Support audio/visual needs and participate in technology deployments.
- May include some overnight travel.
- Adhere to documented procedures and maintain comprehensive records.
- Collaborate with team members to drive process improvements and knowledge sharing.
- 5 days a week in the office
Required Qualifications
- Minimum two years’ experience in technical support or equivalent.
- Associate degree in computer science, business, or equivalent professional experience.
- Demonstrated proficiency in problem-solving and root cause analysis.
- Strong interpersonal, verbal, and written communication skills.
- Experience with SCCM, desktop/mobile OS, hardware configuration, and IT asset management.
Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.
COMPENSATION AND BENEFITS
This position is eligible to earn a base salary in the range of $51,000.00 - $78,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.Please click here for a list of benefits for which this position is eligible.
Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.
Job Posting Expiration Date: 01/22/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].
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What We Do
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. To deliver on our promise, we’re committed to building a team of engaged employees who do the right thing for our clients and shareholders, and help them achieve financial wellness each and every day.
