Helpdesk Analyst

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ALMA Bank headquartered in Long Island City, New York and having 12 branches located throughout Queens, NYC, New Jersey, Brooklyn and the Bronx, brings personal service back to personal banking. We have genuine banking professionals ready to serve our customers, and offer a full range of products and services. ALMA delivers a private banking style experience to our business banking customers. Come join our winning team.

Position Summary:

ALMA Bank is looking for a highly responsible professional and technical worker accountable for providing maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, performing PC maintenance, upgrades, configurations, assisting with the integrated network and VMware Server Farm (vSphere & Horizon View) hardware.

Responsibilities (Not limited to the following):

• Take ownership of users issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Monitor Service Desk for tickets assigned to the queue and process based on priority
• Maintain inventory of all equipment, software and software licenses
• Document internal procedures
• Assist with onboarding of new users
• Utilize and maintain the helpdesk tracking software
• Report issues to the Service Desk for escalation
• Assign users and computers to proper groups in Active Directory
• Perform timely VDI and software upgrades as required
• Proven record of managing time and priorities effectively
• Identify and escalate situations requiring urgent attention
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results
• Inform management of recurring problems
• Able to configure VPN and server/client-side hardware and software
• Highly skilled in installing, and troubleshooting computer hardware, and applications.
• Well-versed in installing windows, software, applications, antivirus, and patches.
• Expert user of Microsoft Office Applications (Word, Excel, and PowerPoint)
• Able to configure VPN and server/client-side hardware and software
• Provide Application installation and troubleshooting of VMware suite of products, provisioning servers, desktop delivery control, and virtual desktop images/target devices.
• Assisting with implementation of Desktop GPOs. Evaluates hardware and software, including peripheral, output, and related equipment. Participates in the development and implementation of VDI-related operational procedures and standards. Interfaces with vendors to ensure appropriate resolution during network outages or periods of reduced performance. Develops and implements testing strategies and document results under supervision.
• Assisting with the administration and support of Desktops, Thin Clients, diagnoses and troubleshoots problems with PCs, software, communications devices, responds to End User requests for technical support and assistance within established procedures.
• Provides support and assistance to Network & System Engineer(s). Assist in ensuring compliance with security policies and procedures. Responds to escalated requests for technical assistance.
• Troubleshoot manage and resolve Help Desk tickets/issues related to technical support, hardware, software, and the network
• Install, manage and maintain the Bank’s corporate mobile devices using Blackberry works

Qualifications:

• Bachelor’s degree from a four-year college preferred.
• 4 or more years of relevant experience.
• Strong communication, interpersonal, and analytical skills.
• Able to work in a fast paced changing environment.
• Experienced in Windows 7/10 operating systems.
• Ability to follow processes and escalate issues consistently.
• Ability to multitask and strong problem resolution skills.
• Printers experience and knowledge (Laser, Desktop, Network, etc.,)
• Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, PowerPoint, etc.), the Internet browser, websites, and e-mail systems.
• Ability and desire to provide excellent service to all internal users.
• Bank protocols, policies, and procedures knowledge.
• Familiarity with TCP/IP, IPSEC, Linux and networking concepts preferred.
• Ability to remain calm and effective in high-pressure situations.
• Able to work with minimal Supervision.

Desirable attributes:

• Windows 2008 / 2012 administration experience
• Exchange 2010 / 2013 administration experience
• Networking including switching and routing
• Experienced with VMWare View

Work Schedule:

This is a full-time position with a work schedule of five days and 40 hours/week. Duties are performed 12 months a year. May be required to work some evenings and Saturdays during peak periods, such as penetration tests, audits, and significant upgrades.

Benefits:

• Salary is commensurate with experience.
• Alma Bank employees work in an open and collaborative environment.
• Alma Bank Offers its eligible employees a generous matching 401(k), excellent healthcare coverage (medical/dental/vision), short and long term disability, life insurance and long term care options.

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Alma Bank is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason protected by law.

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