Help Desk Analyst

Description

Role: The Help Desk Analyst provides technical support for organizational technology systems, hardware, software, and telecommunications equipment. This position responds to service desk calls and tickets, troubleshoots technical issues, maintains technology equipment, and supports branch and corporate locations. The Help Desk Analyst works collaboratively with the Technical Assistance Center team to provide support through phone, remote, and onsite assistance.

Work Type: Full-time, on-site at our Westminster Administrative office in St. Paul, MN   

Major Duties and Responsibilities  

• Respond to service desk calls, tickets, and support requests.
• Troubleshoot, document, and resolve technical issues.
• Provide support through phone, remote, and onsite assistance.
• Collaborate with Technical Assistance Center team members to provide technology support for branch and corporate locations.
• Travel to branch locations as needed to provide onsite support, equipment deployment, maintenance, troubleshooting, and project assistance.
• Support branch openings, relocations, remodels, and technology-related initiatives.
• Provision and support user accounts, access requests, password resets, and multifactor authentication.
• Assist with software installations, upgrades, and technology deployments.
• Coordinate with vendors and internal departments to resolve technology issues and support business operations.
• Create and maintain technical documentation and knowledge base articles.
• Maintain technology inventory and asset records.

Other Duties 

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control 
• Exhibit Blaze’s Core Value’s: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back
• Regular and predictable attendance 
• Perform other duties as assigned to support effective department operation.

Requirements

Experience/Education/Certifications/Licenses 

• Minimum High School degree or equivalent 
• Two or more years of technical support or related IT experience preferred
• Customer service experience preferred
• A valid driver’s license without restrictions is required for this role

Demonstrated Knowledge  

• Knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and end-user computing devices.
• Familiarity with Apple macOS devices and support practices preferred.
• Knowledge of computer hardware, software, networking concepts, printers, and telecommunications equipment.
• Knowledge of service desk processes and ticket management systems.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong customer service, verbal communication, and written communication skills.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Ability to establish and maintain effective working relationships with employees, vendors, and business partners. 

Work Environment

• Position is based in the office and requires onsite attendance five days per week.
• Participation in a rotating Saturday support schedule is required.
• Work may involve a combination of office-based, remote support, and onsite technical support activities.

Communication Skills

Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified

Physical Requirements 

Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift technology equipment up to 40 lbs.

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
 

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations. The salary range for this position is:  $25.20-$29.50/hour. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.