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Newtown Savings Bank is seeking an Information Technology support professional for the role of Systems Support Analyst. The Systems Support Analyst provides solutions for end-user computer and application issues of moderate complexity. This role includes primary support for desktop computing systems, such as new hardware deployments, patch management, application deployment, and inventory management. The analyst serves as the primary escalation point for IT Helpdesk Technicians, works on designated work orders/projects with specific deadlines, and maintains accurate information within tracking systems regarding end-user issues. Collaboration with both internal and external departmental members is essential to exchange information, share expertise, and improve overall Bank processes. The analyst also performs other duties as assigned and works with immediate supervision on more complex assignments. This is an onsite opportunity at our Corporate office in Newtown, CT. The role has a remote option of one day per week.

PRIMARY RESPONSIBILITIES

+ Tier 2 Help Desk Support: Diagnose and resolve issues escalated from IT Helpdesk Technicians. Provide technical support to users by analyzing and resolving problems with IT components, applying sound technical judgment and a customer service attitude.

+ Remote Incident Resolution: Resolve technical incidents remotely whenever possible. Escalate issues requiring higher expertise to ensure support SLAs are met.

+ Policy and Procedure Compliance: Ensure compliance with required policies and procedures, including change control, maintenance of problem logs, and troubleshooting ticket databases, adhering to all current regulatory/compliance guidelines.

+ After-Hours Activity: Frequently requires activity outside of normal business hours, including special/scheduled projects, on-call duties, and emergency maintenance.

+ Offsite Deployments: Provide primary support for offsite deployments to install new desktop or infrastructure hardware and address escalated Help Desk issues that cannot be resolved remotely. Ensure Helpdesk coverage is available.

+ Project Management: Coordinate, manage, and document self-owned projects with guidance from Network Admin and IT Manager.

+ Documentation and Process Improvement: Responsible for documentation, procedures, and process improvement of all primary functions.

+ Desktop Computing Support: Provide primary support for desktop computing systems, including PC and peripheral hardware deployment, desktop OS provisioning, and application packaging/deployment.

+ Patch Management: Manage Microsoft Windows Workstation & Server patch management processes using Ivanti Endpoint Manager, Microsoft tools, and other related toolsets. This includes reviewing, deploying, and troubleshooting patches for Microsoft and third-party products, Windows Build updates, and patch compliance reporting for the IT Steering Committee.

+ Inventory Management: Manage inventory and reporting of IT hardware, software, and licenses. Provide inventory reports to IT Manager as required.

+ Onboarding Support: Assist IT Helpdesk Technicians with provisioning resources and permissions for new system users and perform secondary reviews of completed work.

+ Client-Server Application Support: Share support responsibilities for certain client-server applications with Senior Support Analyst.

+ Escalation of Major Issues: Escalate major hardware, software, or server-related problems to Senior Support Analyst or Network Administrator as needed.

+ Printer Support: Provide Tier 2 support and deployment for printer hardware/software, including print servers and drivers.

+ Core Banking Solution Support: Provide Tier 1 support and software deployment for Core Banking solution components located on-premise.

POSITION REQUIREMENTS:

Technical

+ Associate degree or its equivalent in Computer Science with a minimum of two-to-three years’ experience managing desktop computing systems.

+ Experience in a banking/financial environment is desirable but not required.

+ A+ and Microsoft Desktop Certifications or equivalent hands-on experience.

+ Experience installing, supporting, and troubleshooting Windows 10/11, Microsoft 365 desktop software and business applications.

+ General knowledge of Microsoft Active Directory and client/server delivered applications.

+ Experience with coordinating and executing software deployment and patch management.

+ Familiarity with TCP/IP protocol in a LAN/WAN environment, including DHCP/DNS configuration and troubleshooting.

+ Familiarity with Citrix and Virtual Desktop Technologies is desirable but not required.

Other

+ Must possess outstanding customer service skills and a genuine eagerness to assist users.

+ Strong troubleshooting skills and a desire to learn.

+ Strong multi-tasking skills in a fast-paced environment.

+ Strong organizational and time management skills.

+ Excellent written and verbal communication skills.

+ Valid driver’s license and reliable transportation.

+ Ability to lift and/or carry up to 50 pounds.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs.

Newtown Savings Bank is an equal opportunity and affirmative action employer regardless of race, gender, disability status, protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.