Helpdesk Support Analyst

This primary technical role supports Partners Bank back-office hardware and systems from Springvale, ME (remote), including provisioning PCs, laptops, and mobile devices.

Responsibilities

• Regularly update the technology services procedures manual.
• Provide effective support to bank staff with a range of technical proficiency.
• Verify end-user equipment is operating correctly and fully supported.
• Document end-user device functionality and related support activities.
• Perform technology services duties in line with internal procedures and regulatory requirements.
• Oversee hardware asset management, including tracking, updating, and advising on replacement technologies.
• Collaborate with IT colleagues to design, implement, and support secure system access and protection.
• Oversee the helpdesk workflow, triaging tickets and escalating according to policy.
• Stay informed about emerging technologies and assess actions that balance strategic benefits with risk.
• Maintain information security requirements per bank policy and regulation.
• Provide level one monitoring of endpoint protection, including antivirus alerts and IT event monitoring alerts.
• Assist senior IT staff with standardizing, configuring, testing, and documenting computer hardware, networking software, and OS software.
• Deliver required training to bank personnel on operational and support topics.
• Handle onboarding tasks for new hires and internal role changes.
• Assist with end-user updates and patch deployment.
• Support tracking, management, and timely updates of bank applications.
• Familiarize yourself with the bank website, Partners.bank.
• Maintain working knowledge of Microsoft desktop applications, other third-party apps, and bank-specific applications.
• Serve as the subject matter expert for technology related to the job functions.
• Create, update, manage, and document standard bank desktop images.
• Take on additional responsibilities as requested.

Requirements

• One to three years of hands-on helpdesk support experience or an equivalent role.
• Ability to work flexible hours and on-site or remote as needed.
• Working knowledge of ITIL practices.
• Familiarity with information security principles.
• Experience managing PC and mobile device lifecycles.
• Strong interpersonal skills including listening, teamwork, responsibility, dependability, leadership, motivation, flexibility, patience, and empathy.
• Strong problem-solving abilities.
• Excellent communication and collaboration capabilities.
• Ability to multitask in a fast-paced environment.
• Assist with tracking, resolving problems, and documenting issues across hardware, software, and core bank applications via the bank’s helpdesk system.

Technologies

• ITIL
• Microsoft Desktop Applications

Benefits

• Generous compensation and benefits
• Flexible work schedules when appropriate

Compensation

Annual salary: USD 45,116 - 67,848 per year