Senior Help Desk Analyst

Truist

. Provide escalated support and additional troubleshooting for complex end-user issues .

Posted 10/28/2026full-timeUnited StatesSenior💰 $57,000 - $67,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and exceptional customer service skills while providing escalated support in a fast-paced Help Desk environment. Proficient in managing complex end-user issues and maintaining effective communication with team members and clients.

Highest-signal resume keywords

Help Desk ExperienceProblem-Solving SkillsCustomer Service SkillsServiceNow TicketingEnglish Language Fluency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingIncident ResolutionOSS Issue TrackingKnowledge ManagementTechnical Support

Soft Skills

Excellent Communication SkillsInterpersonal SkillsConflict ResolutionProfessionalismAbility to Work Under Stress

Tools & Technologies

ServiceNowAUSDoc Management

Industry Keywords

BankingFinanceMortgage

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide escalated support and additional troubleshooting for complex end-user issues
Follow established procedures to resolve issues not resolved during initial triage
Escalate complex issues to Production Support and provide relevant background
Submit ServiceNow tickets to second-level support for unresolved OSS issues
Track OSS open escalations and assigned web cases
Monitor and work AUS, Doc Management, and OSS resolution email boxes
Work effectively in a fast-paced environment within applicable service levels and procedures
Provide updates from Level 2 support to OSS Help Desk Phone Analysts
Assist with resolving infrastructure incidents and communicate resolutions and workarounds to the OSS Help Desk
Stay current on management and Knowledge Services Communications team updates
Meet or exceed OSS Scorecard goals

Requirements

What you’ll need

High school diploma or equivalent
One to three years of Help Desk environment experience
Excellent listening, verbal and written communication skills
Ability to handle a busy stressful environment and maintain professionalism at all times
Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills
Ability to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need
Minimal travel and up to 10%
English language fluency required
Preferred: Associate's or Technical degree
Preferred: Three years of IT experience
Preferred: Knowledge of specific software/hardware
Preferred: Maintained a 3 or higher rating two years in a row for Employee year-end review
Preferred: Two years or more of experience in banking or finance industry, preferably mortgage

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment insurance
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year of employment (prorated)
10 sick days (prorated)
Paid holidays
Defined benefit pension plan (depending on position and division)
Restricted stock units (depending on position and division)
Deferred compensation plan (depending on position and division)