Helpdesk Support Analyst (Bank)

Salary: $78,000 - 101,000 per year
Requirements:
We need 1 to 3 years of hands-on help desk support experience or a similar role. Certifications such as CompTIA A+ or Microsoft Certified IT Professional are preferred but not required. We need the ability to work flexible schedules and support both onsite and remote needs. A working understanding of ITIL practices is important. A working knowledge of information security principles is required. Experience managing the full lifecycle of PCs and mobile devices is needed. Strong interpersonal abilities are essential, including listening, teamwork, accountability, reliability, leadership, motivation, flexibility, patience, and empathy. We expect excellent problem-solving skills. Strong communication and collaboration skills are required. The ability to multitask in a fast-paced environment is important. A commitment to ongoing learning and professional development is preferred. We need experience tracking, resolving, and documenting hardware, software, and core banking application issues through a help desk system.
Responsibilities:
We serve as the primary technical support function for the proper operation, upkeep, and support of our back-office equipment and systems. We provision PCs, laptops, mobile devices, and related equipment. We maintain and regularly update the technology services procedures manual. We support employees with a wide range of technical skill levels. We ensure end-user equipment is functioning properly and remains supported. We document end-user device functionality and related issues. We make sure all technology service activities comply with internal procedures and regulatory requirements. We manage hardware assets, including tracking, updates, and replacement recommendations. We partner with other IT staff to design, implement, and support effective access and security controls. We manage the help desk intake process, triage tickets, and escalate issues according to policy. We monitor emerging technologies and assess the best approach to gain strategic value without introducing unnecessary risk. We uphold information security requirements in line with bank policy and regulation. We provide first-level monitoring of endpoint protection, including antivirus alerts and predefined IT event alerts. We assist senior IT staff with standardizing, configuring, testing, and documenting computer hardware, networking software, and operating system software. We train our personnel on operational and support topics as needed. We manage onboarding tasks for new hires and internal role changes. We assist with end-user updates and patches. We help track, manage, and update bank applications in a timely manner. We stay familiar with our website, Partners.bank. We maintain working knowledge of Microsoft desktop applications, third-party applications, and bank-specific systems. We serve as a subject matter expert for technology related to our job duties. We develop, update, manage, and document standard bank desktop images. We take on additional duties as assigned.
Technologies:
Hardware Support ITIL Mobile Security
More:
We are Partners Bank, a rapidly growing community bank with operations in Maine and New Hampshire, and we are known for our high service standards. We offer generous compensation and benefits, along with opportunities for growth and flexible work schedules when appropriate. This is a full-time, on-site, exempt role in our Information Technology department, reporting to our IT Manager and VP. Candidates must already be authorized to work in the United States, and relocation is not provided.
last updated 30 week of 2026