Help Desk Analyst

Citizens Bank

. Provide support for computer hardware and software issues by identifying, researching, and resolving technical problems .

Posted 9/19/2026full-timeMukwonago • Wisconsin • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving hardware and software issues, while effectively communicating technical information to nontechnical personnel. Proficient in managing IT service desk operations and ensuring compliance with relevant regulations.

Highest-signal resume keywords

Technical SupportHardware DiagnosticsHelp Desk Ticket ManagementCustomer OrientationCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingHardware InstallationSoftware ConfigurationPrinter ManagementEndpoint System ConfigurationRemote SupportDocumentationIncident ManagementParts ReplacementProactive Task Completion

Soft Skills

Organizational SkillsVerbal CommunicationWritten CommunicationCustomer Service OrientationProfessionalism

Certifications & Qualifications

Technical Certifications

Industry Keywords

Bank Secrecy ActOffice of Foreign Assets ControlConfidential Information Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or equivalent required
Associate degree in computer science or a related field or equivalent experience
Ability to communicate technical information to nontechnical personnel in a professional manner
Ability to install, configure and maintain personal computers, printers and related hardware or software
Ability to maintain the integrity of highly confidential customer and bank information
Skill in organizing resources and establishing priorities
Excellent verbal and written communication skills
Strong customer orientation
Willingness to continue learning and developing network knowledge and skills
Technical certifications in related fields are a plus
Must comply with applicable laws and regulations, including the Bank Secrecy Act and Office of Foreign Assets Control requirements
Must follow policies and procedures to minimize risk, exercise good judgment, raise questions to management, and adhere to policy guidelines

Benefits

Comp & perks

24/7 support team; on call at least 1 weekend a month
Equal opportunity/affirmative action employer