Help Desk Analyst

CLASSIFICATION: Non-exempt

REPORTS TO: Help Desk Supervisor

DATE: July 22, 2026

JOB DESCRIPTION

Summary/Objective

Responsible for performing problem resolutions to support the bank's users (user access problems, printer connections, etc.).

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintains and disseminates information pertinent to computer matters to appropriate management.
• Monitors incident call activities to ensure timely and accurate responses with adequate consideration given to relevant concerns.
• Maintains a competent level of expertise and knowledge of all the requirements of Help Desk issues, including policies and changes affecting the bank's activities.
• Provides excellent customer service.
• Provides technical assistance to the bank's computer systems.
• Answers questions, or resolves computer, phone, printer, and network problems for bank users, in person via telephone or from remote location.
• Provides assistance concerning the use of computer hardware and software including printing,

Software installation, banking applications, email, and operating systems.

• Installs and update desktops, laptops, networks, and related software.
• Creates and configures user accounts within Bank and other systems, assigns and/or revokes appropriate permissions, licenses and access levels.
• Enables user accounts and reset passwords for different banking systems.
• Troubleshoots all information technology issues, including software, hardware and networking.
• Configures workstations sessions and user profiles banking platforms.
• Troubleshoots with bank vendors.
• Contacts Telecom and Hardware vendors for telephone and printer related issues.
• Disconnects and re-connect computers to accommodate office and\or user moves.
• Document reported issues within the service desk application and follow up with the customer.
• Reports any unresolved or critical level problems to higher authority.

Other Duties

• Perform other duties as assigned.

Skills/Abilities

• Ability to effectively communicate with end-users, vendors and IT Dept management and personnel.
• Aptitude, technical ability and willingness to learn technical requirements of Help Desk, network systems, telecommunications and various software applications.
• Excellent oral communication skills and interpersonal skills.
• Good writing abilities to clearly detail facts and solutions.
• Excellent analytical skills to make fast and precise resolutions to network, application and PC issues.
• Working knowledge of the Bank's standards and procedures.
• Strong organizational skills.
• Ability to prioritize issues and problems.
• Ability to utilize customer service skills to interact effectively and cooperatively with system and network users and train staff in basic troubleshooting techniques.
• Ability to work well in pressure situations and meeting deadlines.
• Ability to work well alone and as a member of a team.
• Knowledgeable about recent innovations in IT.
• Examining presenting concerns from multiple angles to select and implement the most suitable solutions

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This job operates within a clerical office setting. This role routinely uses standard office equipment such as computers, phones, copiers. Office environment with job duties conducted via telephone, face to face meetings, and on the computer. This position requires the individual to work some Saturday hours on rotation with other staff members.

Physical Demands

This position requires manual dexterity, and the ability to lift 20-35 pounds of equipment. This position requires bending, stooping or standing as necessary.

Travel

Some travel to and from bank locations may be necessary.

Education and Experience

• Minimum two years of experience as a Help Desk Analyst or associate's degree in information systems or like degree. Exposure to financial environment a plus.
• Basic understanding of ITIL methodologies.
• Experience working with Service Desk ticketing application.
• Prior experience working with EntraID, Active Directory, Microsoft Office products.

For Applicants located in Alexandria, Virginia (VA): The anticipated salary range for this position is $24.00 - $29.00 per hour.

For Applicants from all other locations: The salary will be based on experience, qualifications, and geographic location.

The ranges listed for Virginia represent the good-faith compensation the Company reasonably expects to pay for the position at the time of posting. Actual compensation will be determined based on factors including, but not limited to, the candidate's skills, qualifications, experience, education, certifications, internal equity, and business needs. This position may also be eligible for additional compensation, such as bonuses or incentive pay, where applicable.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.