Citizens Bank

IT Support

• Provide support for computer hardware and software issues by identifying, researching, and resolving technical problems
• Answer calls to the IT service desk
• Triage help desk tickets and assign them to the appropriate technician
• Perform hardware diagnostics, troubleshooting, break/fix, and parts replacement for laptops and desktops
• Build and configure endpoint systems
• Install and manage printers
• Complete hardware upgrades and moves, adds, and changes in laptop and desktop environments
• Interface regularly with ticket submitters
• Coordinate hardware repairs with vendors
• Perform remote troubleshooting of hardware and software issues
• Educate end users on technology issues
• Recommend improvements to support processes
• Complete assigned daily, weekly, and monthly proactive tasks
• Identify and recommend projects to improve client functionality
• Perform assigned projects
• Complete assigned documentation
• Support, examine, and repair computer systems, hardware, printers, and peripherals
• Document or update the IT Help Desk knowledge base
• Serve as a member of the Incident Management response team
• Participate in 24/7 support and be on call at least one weekend per month
• Perform other duties as assigned

Help Desk Analyst