Support Analyst I

Website Reliance Bank

Reliance Bank is currently seeking an IT Support Analyst I to join our strong, friendly, community-focused team. This position will be based at our headquarters office location in downtown Altoona, PA.

General Responsibilities: The Support Analyst’s primary role is to deliver day-to-day maintenance and support to end users in the organization in order to ensure proper operation of all computer systems. This includes assisting in the efficient and effective use of various types of software applications, as well as troubleshooting those applications and hardware systems for all internal customers and business units. Basic duties include:
•Independently analyzing issues and autonomously take action to resolve.
•Manage all procedures related to the identification, prioritization, and resolution of end user help requests; including the monitoring, tracking, and coordination of all Help Desk functions.
•Assist with the implementation of new systems and upgrades.
•Maintain strategies to achieve the established goals of the Bank’s strategic plan; ensuring the department’s compliance with operating policies and procedures.

Major responsibilities include:
•Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems.
•Assist in implementing new technology solutions in order to ensure consistency and be well-prepared to provide ongoing technical support.
•Field incoming problems from end users to resolve hardware, application, and software issues from end users, and work autonomously to resolve them.
•Perform hands-on fixes including installing and upgrading software, installing hardware, and configuring systems and applications.
•Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
•Identify and learn appropriate software applications used and supported by the organization.
•Perform approved preventative maintenance steps, including the installation of service packs, patches, hot fixes, anti-virus software and so on.
•Utilize diagnostic utilities to aid in troubleshooting.
•Perform printer and scanner hardware maintenance as required.
•Communicate with Senior IT Manager, and other department managers, and appropriate staff personnel in order to integrate goals and activities.

Basic Qualifications: 
•In-depth, hands-on knowledge of – and experience with – enterprise and desktop applications.
•Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
•Broad knowledge of widely-used commercial applications.
•Ability to build rapport with, and elicit problem details from, internal customers.
•Ability to multi-task, prioritize, and schedule.
•Highly self-motivated and self-directed
•Ability to absorb new ideas and concepts quickly.
•Good analytical and problem-solving abilities, coupled with the ability to independently and autonomously work to resolve issues.
•Ability to effectively prioritize and execute tasks in a high-pressure environment.
•Ability to conduct research into problems and technical issues.
•Ability to recognize when others help is needed and willingness to seek assistance.
•Ability to present ideas in business-friendly and user-friendly language.
•Very strong customer-service orientation.
•Excellent written, oral, interpersonal, and presentation skills.
•Experience working in a team-oriented, collaborative environment.

Required Education, Experience and Skillset:

•A BS or BA degree in Management Information Systems or equivalent combination of education and experience. Significant industry certifications beneficial.
•A minimum of two (2) years’ experience in network administration, technical support, integration or equivalent combination of education and experience.
•Demonstrated understanding of information security concepts and principles.
•Demonstrated understanding of Microsoft Operating systems (desktop and server) as well as MS Office.
•Demonstrated understanding of SUSE Linux; Open Enterprise Server an additional plus.
•Familiarity with VMware, Veeam, and Network backup methodologies.
•Previous experience in a highly-regulated environment such as healthcare financial services a plus.

Reliance Bank believes in investing in human capital and providing a welcoming atmosphere for employees. We offer an environment where employees have an opportunity to expand their skill sets, strive for career advancement, and participate in community involvement.

Career perks include:

•Competitive salaries: Offering a competitive wage is often an important factor in attracting and retaining talented workers. By offering competitive salaries, Reliance Bank offers reasonable compensation based on your qualifications and prevailing practices in the banking and finance sector.
•Benefits Package: Full-time employees are eligible to participate in our Medical, Dental, and Vision programs; receive company-paid group life insurance coverage as well as voluntary life insurance benefits; Short-Term and Long-Term Disability coverage; 401(k) with employer match; participation in the bank’s profit-sharing program.
•Professional Development: Opportunities to attend workshops, classes, or courses to further your professional competency and career.
•Paid Leave: Paid Sick, Vacation, and Personal Days

Reliance Bank is an Equal Opportunity/Affirmative Action employer.

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