Support Analyst II, Information Systems - Seattle, United States - HomeStreet
Description
Salary Range:
$ $40.10(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)
Posting Date:
April 26, 2024This job will be open and accepting applications for a minimum of three days from the date it was posted
Benefits worth writing home about:
Medical, dental, and vision coverage for employees and their familiesLife, disability and family Leave401(k) and Roth 401(k) with employer matchWellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service workFree employee checking account and employee home loan discountsEO/AA Employer including Vets and Disabled.
If you are a California resident, you may be entitled to certain rights regarding your personal information, which is information that identifies, relates to, or could reasonably be linked with a particular California resident or household.
Additional information about our data collection practices and location specific notices is available on our privacy policy.Job Description Summary:
The End User Support group provides computer support service to the users of the company's computer information systems.
Support is provided out of our Seattle Headquarters for more than 100 sites in 10 states with various environment complexities; retail banking, loan offices, corporate offices and fulfillment centers.
We support multiple Windows OS versions, many standard desktop applications and many banking & financial applications.This team is skilled at troubleshooting computer hardware and software problems, connectivity issues in a networked environment with the ability to troubleshoot various client/server apps.
The responsibilities of the Support Analyst II include troubleshooting issues and properly diagnosing problems, hardware/software installations, configuration, replacement or repairs of issued equipment, and thoroughly documenting tickets.
As we primarily support users remotely one must have excellent phone skills and be able to convey instructions clearly and patiently.
May also be called on to setup equipment for presentations, support printing, support and install mobile devices, and will participate in a rotating Oncall schedule.
Job Details:
PRIMARY FUNCTIONS:
Providing 2nd level support to customers, and technical support to other support analysts as required while displaying a positive attitude and meeting our customer service standardsProvide onsite, remote, and phone user support for hardware/software issuesFollowing and maintaining departmental knowledge documentationHardware & software installation, connect computers to the networkMaintain inventory records on hardware and software configurationsTroubleshooting in conjunction with customer to identify problemsMaintain accurate and complete files, records and other documents relating to assigned responsibilities in our ticket tracking system, escalate problems to appropriate support TiersTrack and route problems and requests, and document resolutionsStay current with system information, changes and updatesRespond to requests for technical assistance in person, via phone, electronicallyAbility to maintain effective communication and working relationship with manager, co-workers, branches, and home office departmentsAble to work independently, complete work assignments within SLA, as part of a team, and with people of diverse background
QUALIFICATIONS:
3 years of technical support experience in large scale or corporate environments supporting Windows OS through Windows 10MCP or MCSA encouragedExperience creating and deploying system images, with SCCM & USMT is preferredDeep working knowledge of TCP/IP, DNS, Microsoft Exchange, Office365, SCCM, Active Directory, and a good understanding of basic security best-practicesVBScript, PowerShell and/or Batch scripting skill is useful and encouragedStrong level of comfort and familiarity with computer hardwareAbility to manage time effectively and meet project milestonesPossess good judgment, ability and willingness to accept responsibility and handle confidential information, ability and willingness to follow policies and proceduresExhibit problem solving, resourcefulness in solutions and reasonable decision-makingAbility to multi-task between phone, email, and in person customers while maintaining a friendly demeanor is requiredStrong deductive listening and reading/writing comprehension is requiredPHYSICAL CONSIDERATIONS and
WORK ENVIRONMENT:
OnCall Support, to include overtime and weekendsThe ability to lift/move 50 lbs., multiple times per weekCrawling under desks/tables to set up and move cables, push copy machines into placeDriving or flying to other work locations to work on equipment set-upThis Position Description may not be limited to the Functions and Requirements as outlined, now or in the future.
For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.
Area:
Technology (Corporate)