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Summary

The Endpoint Services Analyst II is a key member of the IT support team, responsible for supporting associates to ensure the efficient operation of the organization's computing environment. This role requires a skilled and proactive professional with a strong technical background and a focus on delivering top-notch end-user support.

Responsibilities

+ Answer inquiries via company’s internal Service Management software, phone calls and walk-ins concerning IT support issues.

+ Diagnose system hardware and software, and end user issues.

+ Provide centralized support using Service Management systems.

+ Assist in enforcing Endpoint Hardware and Software Purchase Standards for the department, Dickinson Financial and affiliate banks.

+ Install software packages per pre-identified procedures as needed.

+ Install/Uninstall hardware and peripheral components such as monitors, keyboards, printers etc. in Kansas City area locations and for branch openings/closings as needed.

+ Work with SDA III and other IT departments on complex cases and documentation of how they are resolved.

+ Ensure cases are correctly identified and categorized, documenting troubleshooting steps, and ensure reason codes, solution codes, and CIs are consistently used for cases of similar issue.

+ Assist associates with using IT self-service features.

+ When servicing new associates, provide a “Welcome to AFB/AB” message from IT, personal phone conversation when possible and offer additional assistance getting familiar with the technology, application logins, IT’s Self-Service options, IT Intranet page, and how to get help from IT in the future.

+ Create, update, and maintain process documentation following the Knowledge Management Process and Standards.

+ Participate in Continual Service Improvement to increase the effectiveness and efficiency of Service Desk services and processes.

+ Occasional travel to local branches. Valid driver license.

+ Protect all client and bank information confidentially and follow all company policies.

+ Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success).

+ Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.

+ Working at the worksite during regular business hours and/or assigned hours.

+ Other specified duties as assigned.

Compensation & Benefits

The Endpoint Services Analyst II position pays range is $27.88 - $28.65 per hour.

Full‐time associates are eligible for our benefits package:

+ Medical

+ Dental

+ Vision

+ 401(k) plan

+ Company paid life insurance

+ Short and Long-term disability insurance

+ Company paid vacation, paid leave and holidays

Skills

+ Must be able to follow pre-determined procedures and processes.

+ Ability to perform basic and advanced technical troubleshooting.

+ Ability and willing to learn new technical skills for related systems.

Education & Experience

+ Bachelor’s degree in information technology or related field. Actual technical experience may be substituted for education.

+ Must have experience providing customer service in a technical environment.

+ Must have experience using various computer applications.

+ Related work experience in a financial organization.

+ ITIL Foundations Certification.

+ A+ Certification.

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.

This position will remain open until a qualified applicant is hired.

Equal Opportunity Employer/Disabled/Veterans

Academy Bank and Armed Forces Bank provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, protected veteran status, disability. Academy Bank and Armed Forces Bank provides affirmative action data on protected veteran status or disability. If you need an accommodation for any part of the employment process, please email [email protected]