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End user support analyst, who provides complex specialized desktop and/or mobile services, includes troubleshooting complex technology issues, providing hardware setup/builds, and deployment of software. May lead complex end user support initiatives including training, mentoring, and/or coaching less experienced staff. Provide guidance to business stakeholders and technology partners regarding hardware and software solutions and problem resolution. Participate in the evaluation, testing and implementation of complex business process improvement solutions.
This is a Cleveland, Ohio based position - hybrid schedule (3 days in office) Essential Accountabilities • Resolves complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity. • Administers the deployment/implementation of complex hardware, software, and ancillary automation equipment. Administers complex automated service offerings by providing maintenance, upgrades, and troubleshooting to ensure hardware, software, and application availability. Resolves complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity. • Collaborates with Information Security partners and coordinate risk management of automation devices and deployment of security efforts to mitigate risk. Understands the business operations of the Bank and System and act as a liaison with key stakeholders along with Information Security and System IT partners to ensure complex end user services meet all strategic business needs as well as security, quality, budget, and time requirements. • Demonstrates commitment to innovation and continuous development and learning to keep abreast of new technologies, techniques, and methodologies. • Leads or participates in department, Bank, or System process improvement projects by performing complex research, introducing new technologies and enhancing existing automation solution, and upgrading existing business processes to increase productivity, enhance quality, and allow business continuity. Participates in district and System IT groups. • Provides research, consultation, and recommendations, and oversight responsibility for launching new products and services, end user delivery processes, service management, project management, new automation opportunities, self-servicing solutions, service delivery innovations, and service level measurements. Functions as a researcher and lead in the testing and implementation of automation systems. • Becomes domain expert in the business operations of a Department, the Bank and System and acts as a liaison with key stakeholders along with Information Security and System IT partners to ensure complex end user services meet all strategic business needs as well as security, quality, budget, and time requirements. • Ensures ITS and the Bank's compliance requirements are met including SAFR and information security access management. • May lead or participate in Bank and System strategic initiatives. Education and Experience Bachelor's Degree and 5+ years related work experience or Associate's Degree with 7+ years of related work experience. Knowledge and Skills Knowledge Areas- Knowledge of regulations, procedures and practices of a specific discipline, such as project management, continuous improvement, or ITIL
- Work experience should include an in-depth knowledge of Microsoft Windows 10 and O365.
- Familiar with troubleshooting hardware and software.
- Knowledge supporting iOS.
- Knowledge of regulations, procedures, and practices of a specific discipline.
- Ability to perform independent research.
- Advanced analytical skills
- Advanced skills in operating and supporting endpoint devices and managing their supporting infrastructure
- Strong customer service and written and oral communications skills
- Specialized technical skills and complex software tools
- Interpersonal communication: Requires communicating well with people at different levels, frequently sharing information with others while listening to and understanding their points of view
- Advanced skills with using and supporting Microsoft suite of productivity tools, various collaboration and video-conferencing tools, mobile productivity tools, and endpoint and software management tools