Job Information
Dickinson Financial Corporation Endpoint Services Analyst II in Kansas City, Missouri
Summary :
The Endpoint Services Analyst II is a key member of the IT support team, responsible for supporting associates to ensure the efficient operation of the organization's computing environment. This role requires a skilled and proactive professional with a strong technical background and a focus on delivering top-notch end-user support.
Principal Accountabilities :
Answer inquiries via company’s internal Service Management software, phone calls and walk-ins concerning IT support issues.
Diagnose system hardware and software, and end user issues.
Provide centralized support using Service Management systems.
Assist in enforcing Endpoint Hardware and Software Purchase Standards for the department, Dickinson Financial and affiliate banks.
Install software packages per pre-identified procedures as needed.
Install/Uninstall hardware and peripheral components such as monitors, keyboards, printers etc. in Kansas City area locations and for branch openings/closings as needed.
Work with SDA III and other IT departments on complex cases and documentation of how they are resolved.
Ensure cases are correctly identified and categorized, documenting troubleshooting steps, and ensure reason codes, solution codes, and CIs are consistently used for cases of similar issue.
Assist associates with using IT self-service features.
When servicing new associates, provide a “Welcome to AFB/AB” message from IT, personal phone conversation when possible and offer additional assistance getting familiar with the technology, application logins, IT’s Self-Service options, IT Intranet page, and how to get help from IT in the future.
Create, update, and maintain process documentation following the Knowledge Management Process and Standards.
Participate in Continual Service Improvement to increase the effectiveness and efficiency of Service Desk services and processes.
Occasional travel to local branches. Valid driver license.
Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
Maintains client information in complete confidence.
Completes other specified duties as assigned.
Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.
Minimum Qualifications:
Bachelor’s degree in information technology or related field. Actual technical experience may be substituted for education.
Must have experience providing customer service in a technical environment.
Must have experience using various computer applications.
Must be able to follow pre-determined procedures and processes.
Able to perform basic and advanced technical troubleshooting.
Able and willing to learn new technical skills for related systems.
Preferred Qualifications:
Related work experience in a financial organization.
ITIL Foundations Certification.
A+ Certification.
Physical Requirements:
The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Position requires occasional lifting and/or the exerting of up to 40 pounds of force. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. Position requires the ability to transport oneself from one local work site to another local work site via automobile or public transportation on a regular basis. Exposure to the elements is possible while outdoors. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. If associate works in our hybrid work program, lifting of about 5 lbs. (laptop) is required twice daily.
Equal Opportunity Employer/Disabled/Veterans
Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. If you need an accommodation for any part of the employment process, please e-mail humanresources@dfckc.com.