Endpoint Services Analyst II

Summary

The Endpoint Services Analyst II is a key member of the IT support team, responsible for supporting associates to ensure the efficient operation of the organization's computing environment. This role requires a skilled and proactive professional with a strong technical background and a focus on delivering top-notch end-user support.

Responsibilities

• Answer inquiries via company’s internal Service Management software, phone calls and walk-ins concerning IT support issues.
• Diagnose system hardware and software, and end user issues.
• Provide centralized support using Service Management systems.
• Assist in enforcing Endpoint Hardware and Software Purchase Standards for the department, Dickinson Financial and affiliate banks.
• Install software packages per pre-identified procedures as needed.
• Install/Uninstall hardware and peripheral components such as monitors, keyboards, printers etc. in Kansas City area locations and for branch openings/closings as needed.
• Work with SDA III and other IT departments on complex cases and documentation of how they are resolved.
• Ensure cases are correctly identified and categorized, documenting troubleshooting steps, and ensure reason codes, solution codes, and CIs are consistently used for cases of similar issue.
• Assist associates with using IT self-service features.
• When servicing new associates, provide a “Welcome to AFB/AB” message from IT, personal phone conversation when possible and offer additional assistance getting familiar with the technology, application logins, IT’s Self-Service options, IT Intranet page, and how to get help from IT in the future.  
• Create, update, and maintain process documentation following the Knowledge Management Process and Standards.
• Participate in Continual Service Improvement to increase the effectiveness and efficiency of Service Desk services and processes.
• Occasional travel to local branches. Valid driver license.
• Protect all client and bank information confidentially and follow all company policies.
• Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success).
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Working at the worksite during regular business hours and/or assigned hours.
• Other specified duties as assigned. 

Compensation & Benefits

The Endpoint Services Analyst II position pays a minimum of $28.50.

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays

 This position will remain open until a qualified applicant is hired.

Skills

• Must be able to follow pre-determined procedures and processes.
• Ability to perform basic and advanced technical troubleshooting.
• Ability and willing to learn new technical skills for related systems.

Education & Experience

• Bachelor’s degree in information technology or related field. Actual technical experience may be substituted for education.
• Must have experience providing customer service in a technical environment.
• Must have experience using various computer applications.
• Related work experience in a financial organization.
• ITIL Foundations Certification.
• A+ Certification.

Physical Requirements

The work environment is typical of a standard office or retail banking setting.  The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment.  Reaching may be required involving the ability to move arms in any direction.  Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad.  The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required.  Position requires lifting and/or the exerting of up to 10 pounds of force.