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IT Help Desk Analyst II

Company: New York Community Bancorp, Inc.
Location: Commack
Posted on: September 22, 2022

Job Description:

JOB SUMMARYAn IT Help Desk Analyst II works under general supervision and applies understanding and knowledge of information systems products and services to assist internal users on complex matters. Recognizes, researches, isolates and resolves information systems problems and requests. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, and training. Serves as a 2nd level troubleshooting resource for Technicians requiring direction for complex technical issues.
ESSENTIAL FUNCTIONSAnswers incoming Information Technology calls in a courteous and timely manner. Discusses problems and requests with users, evaluates and prioritizes calls. Analyzes and resolves problems related to desktops, voice and e-mail, servers, remote access products, and PC applications and escalates to next level as needed. Performs follow-up. Correctly and accurately logs all incoming problems and requests into the Help Desk Database. Ensures resolutions in the Help Desk Knowledge Base are thoroughly documented. Participates in the rotation schedule for responding to Help Desk email. Assists in the training of newly hired Help Desk Technicians. Makes recommendations to improve Help Desk processes. Performs special projects, and additional duties and responsibilities as required. Where applicable and when performing the responsibilities of the job, employees are accountable to maintain Sarbanes-Oxley compliance and adhere to internal control policies and procedures.Job Requirements:EDUCATION AND EXPERIENCEMinimum high school education or equivalent. Computer science college courses preferred. Minimum three (3) years of experience in a comparable help desk environment. Prior experience in the financial services industry preferred
KNOWLEDGE, SKILLS AND ABILITIES Excellent customer service and communications skills Excellent problem solving /troubleshooting skills Excellent planning, time management and follow through skills Excellent phone etiquette, language, and problem solving skills. Ability to learn quickly Ability to work under pressure Above average knowledge of one or more operating system languages, hardware platforms, data communications environments and protocols desirable Above average knowledge of voice, data theory and concepts Proficient with MS Windows, Internet Explorer, and MS Office applications, TCP/IP, Remote Connectivity Ability to troubleshoot PC, server, application, security and connectivity problems in a network environment. Knowledge of banking operations and structure.

NEW YORK COMMUNITY BANK. Based in Hicksville, NY, New York Community Bank is a New York State-chartered savings bank serving customers throughout Metro New York, New Jersey, Ohio, Arizona and Florida. New York Community Bank serves customers through over 200 branches featuring a divisional structure: Queens County Savings Bank, Roslyn Savings Bank, Richmond County Savings Bank, Roosevelt Savings Bank and Atlantic Bank in New York; Garden State Community Bank in New Jersey; Ohio Savings Bank in Ohio; and AmTrust Bank in Florida and Arizona. With a longstanding reputation of strength, stability and service, NYCB is proud to be committed to the communities it serves. To learn more about the NYCB Family of Banks visit us at .Help recruit top talent for NYCB through the employee referral program. All NYCB employees are encouraged to submit referrals. Locate top talent right in the community where you live, work and play. Amazing individuals are all around be sure to let them know how they can become a part of the NYCB family. NYCB is an equal opportunity employer that prohibits discrimination on the basis of race, color, age, sex, national origin, ethnicity, religion, marital status, disability, military status, veteran status, domestic violence victim status, gender identity or expression, sexual orientation, genetic information and any other classification protected by applicable federal, state, or local law or ordinance. This policy against discrimination applies to all terms and conditions of employment including, but not limited to: recruitment and selection, promotion and demotion, transfer, training and development, compensation, benefits, leaves of absence and termination. NYCB will consider reasonable accommodations for employees and applicants with disabilities, as well as accommodations that are necessary for an employee to practice their religious faith.

Keywords: New York Community Bancorp, Inc., Stamford , IT Help Desk Analyst II, Professions , Commack, Connecticut

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