26 days old

IT Service Desk Analyst

Sterling Bank & Trust
Southfield, MI 48076
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  • Job Code
    181300032

Sterling Bank & Trust

Description

SUMMARY

Investigates and resolves software and hardware problems of computer users by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Converses with internal customers to collect information about problem and leads internal customers through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Consults with IT Team members to explain software errors or to collaborate and recommend possible changes.
  • Collaborates with software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Other duties as assigned.
  • Schedule will be: M-F 8:00am - 5:00pm EST. with future rotation on Saturday's between 9:00 a.m. - 4:00 p.m. in lieu of a day during the week OR M-F 12:90 p.m.-8:30 p.m. with future rotation on Saturday's between 9:00 a.m. - 4:00 p.m. in lieu of a day during the week.
SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Candidates will be required to show proof of being fully vaccinated against COVID-19 upon starting employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.

An EEO Employer, including disability and vets

POSITION REQUIREMENTS: QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Demonstrated ability to build positive relationships and partnerships within the department and across the organization
  • Excellent organizational skills, including the ability to multi-task and prioritize workload
  • Excellent problem solving, critical thinking and decision making skills
  • Excellent interpersonal and communication skills with the ability to interact with all levels of the organization
  • ITIL or HDI Support Center Analyst certification would be considered a plus

EDUCATION and/or EXPERIENCE
  • Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
  • 1-2 years of information technology service desk experience preferred
  • 1-2 years managing support incidents and requests using a tracking system
  • 1-2 years providing support to Microsoft Office Suite and Microsoft Windows 10


FULL-TIME/PART-TIME: Full-Time

REQ NUMBER: INF-22-00011

LOCATION: Southfield Office

ABOUT THE ORGANIZATION: Sterling Bank & Trust provides a comprehensive choice of banking solutions, innovative loan products, and outstanding personal service to individuals, professionals, businesses, and commercial customers as a trusted neighborhood bank. We're known for highly competitive deposit rates, expertise in mortgage lending, and keeping deposits at work in the local community. Our customers know that they can stop by any branch and be treated like family. Since the Bank was founded in 1984, our customers have trusted us to help them handle their banking and financial needs. With over $3 billion in assets, Sterling Bank & Trust continues to grow better to serve our customers in communities across the U.S.

EOE STATEMENT: Sterling Bank and Trust is proud to be an equal employment employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Sterling Bank. Please inform Sterling Bank's human resources department if you need assistance completing any forms or to otherwise participate in the application process.



PI181300032

Posted: 2022-06-07 Expires: 2022-07-09

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IT Service Desk Analyst

Sterling Bank & Trust
Southfield, MI 48076

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