Help Desk Analyst

Step into a full-time Help Desk Analyst role on the Information Technology team at Citizens Bank - WI in Mukwonago, WI (onsite). In this position, you will help end users get back to work by troubleshooting hardware and software issues, keeping tickets organized, and maintaining endpoints. You will also contribute to documentation and knowledge base updates so common issues can be resolved efficiently.

What you’ll be doing

• Provide support for a range of computer hardware and software issues by identifying, researching, and resolving technical problems.
• Answer calls to the IT service desk and triage incoming tickets, assigning them to the appropriate technician.
• Handle general hardware break/fix tasks, including diagnostics, troubleshooting, and parts replacement for laptops and desktops.
• Build and configure all endpoint systems.
• Install and manage printers, and support computer systems, hardware, printers, and computer peripherals.
• Complete new hardware upgrades, including moves, adds, and changes across a laptop and desktop environment.
• Perform remote troubleshooting for hardware and software issues.
• Coordinate hardware repairs with appropriate vendors.
• Educate end users on technology issues and communicate effectively with ticket submitters.
• Recommend improvements to the support process, projects to improve client functionality, and complete assigned projects.
• Perform assigned daily, weekly, and monthly proactive tasks, along with documentation updates as requested.
• Document and maintain the IT Help Desk knowledge base to support faster resolution of frequently raised issues.
• Participate as a member of the Incident Management response team.
• Support the 24/7 Support team and be on call at least 1 weekend a month.
• Complete any other duties as assigned.

Skills and requirements

• High school diploma or equivalent required.
• Associate degree in computer science or a related field, or equivalent experience.
• Ability to communicate technical information professionally to nontechnical personnel.
• Ability to install, configure, and maintain personal computers, printers, and related hardware or software.
• Ability to maintain the integrity of highly confidential customer and bank information.
• Strong organizing and prioritization skills.
• Excellent verbal and written communication skills.
• Strong customer orientation and a commitment to learning and developing network knowledge and skills.
• Technical certifications in related fields are a plus.
• Must comply with applicable laws and regulations, including the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control.
• Follow company policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines.

Critical competencies

• Communication
• Teamwork
• Organization
• Collaboration
• Loyalty
• Accountability