IT Help Desk Analyst Tier II

SUMMARY: The IT Help Desk Analyst Tier II plays a critical role in delivering advanced technical support and resolving escalated IT issues within the banks IT infrastructure. This role demands a high level of expertise in managing complex IT problems and provides a key interface between the IT department and the banks employees. The IT Help Desk Analyst Tier II will be responsible for handling escalated issues from Tier I support and managing critical IT incidents to ensure minimal disruption to the banks operations. JOB DUTIES AND ESSENTIAL FUNCTIONS: Act as the escalation point for complex IT support issues that Tier I cannot resolve, involving in-depth troubleshooting and resolution for both hardware and software problems. Diagnose and resolve advanced issues related to Windows-based workstations, applications, and peripheral devices. Provide high-level support for network and VPN connectivity issues, including advanced diagnostics and configuration. Perform advanced configuration and re-imaging of Windows-based workstations using disk imaging and configuration tools. Oversee and manage software installations, updates, and patches to ensure compliance with security policies and operational standards. Manage and resolve critical IT incidents in alignment with established incident management processes and SLAs. Document and track all incidents and service requests using the ITSM tool, ensuring timely updates and resolution. Deliver exceptional customer service by maintaining clear, professional, and timely communication with end-users via phone, email, and in-person interactions. Prepare and deliver technical training sessions and documentation to help employees understand and utilize IT systems effectively. Ensure adherence to IT security standards and principles, including the implementation of security patches and updates. Conduct regular security audits and assessments to identify and address potential vulnerabilities in the IT environment. Collaborate with Tier I support and other IT team members to share knowledge, best practices, and solutions. Assist with providing mentorship and training to Tier I analysts to improve their technical skills and support capabilities. Assist in the planning and execution of IT projects, including system upgrades, migrations, and new implementations. Contribute to the development and improvement of IT support processes and procedures. Maintain detailed and accurate documentation of technical issues, resolutions, and support activities. Generate and review periodic reports on IT support metrics, identifying trends and areas for improvement. Perform other tasks and special projects as assigned. WORKING CONDITIONS: Air-conditioned office environment. Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery. Commute to various remote sites in Texas using a personal vehicle. Some after-hours shifts (evenings or weekends) as needed. PHYSICAL DEMANDS: Sit for extended periods of time. Walk, stand, bend, squat, twist, and reach. Simple grasping and fine manipulation. Extended keyboarding. Ability to lift and move 50 lbs. MINIMUM REQUIREMENTS: High School Diploma or equivalent. Minimum of 3-5 years of experience in troubleshooting and resolving complex IT issues. Advanced knowledge of Windows operating systems, network protocols, VPNs, and enterprise-level IT systems.