Help Desk Analyst Jobs

CALPRIVATE BANK is an equal opportunity employer, committed to diversity, equity, and inclusion.

Job Title - Help Desk Analyst

Department - IT Department

Reports To - IT Manager

FSLA Status - Non-Exempt

Job Summary:

Responsibility of implementing, creating and/or ensuring various software application systems are properly maintained in accordance with all regulations and association policies/procedures.

Duties and Responsibilities:

• Adheres to all applicable compliance regulations, including BSA, BPA and Right to Financial Privacy.
• Train end users to use programs.
• Ensure updates to all programs are implemented after careful testing.
• Develop, edit, and maintain required or requested reports.
• Attend to the IT helpdesk phone.
• Travel to office locations for hardware deployments and troubleshooting.
• Provide technical assistance by responding to inquiries from end users regarding errors, problems, or questions about programs.
• Create and assign tickets in the IT helpdesk software.
• Image Desktops and laptops.
• Other duties may be assigned
• Consult with end users to gather information about program needs, objectives, functions, features, and input and output requirements.

BSA/AML Compliance Responsibilities

• This position includes direct or indirect interaction with customers and other employees and therefore includes responsibilities relating to BSA/AML. The employee will have opportunity to examine and view information and documents produced by other employees of the Bank relating to BSA and therefore has the obligation to report suspicious activity to the BSA Officer as appropriate. The employee is responsible for understanding and following the Bank’s BSA/AML policies including elevating suspicious activity to the BSA Officer. Additionally, the employee is required to understand and follow the Bank’s compliance program.

Physical Demands:

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time. In order to utilize the data processing system, the employee must be able to physically use a keyboard/mouse and walk to and from workstations. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by

this job include close 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.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Responds promptly to customer needs. Responds to requests for service and assistance.
• Organizational Support - Completes administrative tasks correctly and on time.
• Previous IT help desk experience needed.
• Problem Solving - Identifies and resolves complex problems in a timely manner.
• Supports organization's goals and values.
• Oral/Written Communication - Speaks clearly, professionally in positive or negative situations. Writes clearly and informatively.

Education and/ or Experience:

• Must have an in-depth knowledge of computer systems, networks, and appropriate software applications.
• High school diploma or general education degree (GED); or related experience and/or training; or equivalent combination of education and experience.