3 Help Desk Analysts - SSP

Provide Tier I and II level of support for Home Mortgage colleagues
Escalate priority support issues to senior staff and/ or corporate technology groups
Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently.
Maintain a positive working relationship with Consumer Banking business lines and other departments within the bank.
Prioritize and schedule work as necessary to maintain department service level agreements
Maintain and monitor department mailbox
Update and maintain cases in a timely fashion
Basic networking skills and troubleshooting
Wireless and remote connectivity troubleshooting
Works within a small or large systems team and contributes independently
Understands roles and responsibilities within the team
Working well with both internal and external group teams
Enhances team productivity by helping others
Provides technical supervision on small projects.
Writes clear and concise technical documents.
Adheres to department policies and procedures

Required Skills/Experience:

Must be team orientated, have a strong service orientation, and possess strong oral and written communication skills.
Ability to prioritize and multi-task effectively while working in a fast paced demanding environment
Strong analytical and trouble-shooting skills
3+ years vendor application support experience
3+ year supporting users in a remote\help desk environment
5 + years PC\laptop experience
3 + years printer experience
3 + years support Windows 10, O365 in a corporate environment
3+ years MS Office support experience
A+ certification required