Desktop Analyst I - Billings, MT

  • First Interstate Bank
  • Billings, MT, USA
  • Nov 06, 2022
Full time Analysis Entry Level Information Technology Technician

Job Description

SUMMARY

The primary responsibilities of this role will be the ongoing management of First Interstate BancSystems workstation environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. A Desktop Support Analyst will be responsible for administration and internal support of First Interstate BancSystems PCs, printers, servers, software and related equipment.

 

ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.

  • Provide 2nd & 3rd level technical guidance and support to all associates to ensure effective and efficient incident response

  • Identify and mitigate risk through the understanding of Information Security best practices.

  • Identify technical support trends, determine root cause and potential solutions addressing issues promptly and appropriately

  • Participate in Asset Management efforts of IT equipment and software licensing to ensure all equipment is properly accounted for.

  • Troubleshoots user support inquires including but not limited to hardware, software and telecommunication issues

  • Installing, configuring, and maintaining client hardware including but not limited to laptops, desktops, printers, MFP’s, IP Phones, mobile devices, encrypted thumb drives to maintain company standards, security and compliance

  • Participate in assigned audit tasks to maintain a secure and compliant environment

  • Lead or coordinate efforts related to the implementation of new technologies to improve service and support.

  • Participate in ITIL activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement

  • Ensures documentation, such as Knowledgebase articles or FAQ’s are created, maintained and current.

  • Remain current on emerging technologies and how they may enable the business

  • Provide customer support, which includes incident, problem, and service request resolution for customers.

  • Respond to the organization's changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.

  • Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.

  • Required to understand concepts and principals of a transactions service provider.

  • May be required to work after hours and weekends to accomplish work tasks.

 

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.

 

 

EDUCATION and/or EXPERIENCE

  • Associates degree or 3 years related experience

  • Information Systems certifications such as A+, Network+, and/or ITIL

  • Working knowledge of Microsoft based Client Operating Systems

  • Experience installing, maintaining, and supporting Microsoft Office/O365 applications

  • Experience managing user accounts in Windows Active Directory and Microsoft Exchange.

  • Intermediate understanding of client computer network and server connectivity

 

LANGUAGE SKILLS

Excellent communication skills, both written and oral. Strong conflict resolution skills and the ability to always remain objective and professional. Must be a self-starter; Ability to work independently or with a team; Ability to properly prioritize workload and remain adaptable under pressure; Must have strong organizational and analytical skills; Must possess a solid balance of technical and business knowledge

 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.