IT Customer Support Analyst

**This position is 100% on-site**

Primary Purpose of Job

Provides technical support and customer service to the ASB employees to enhance productivity in the effective use of computer technology. Provides first and second line technical support to ASB users and assists with any escalated support calls from within the IT Help Desk. Assists other areas within Technology on those issues that may impact the Tech Help Desk. Participates in IT Help Desk projects and/or initiatives.

Major Job Accountabilities

• Provides Tier 1 and Tier 2 response and troubleshooting for all incoming calls to the ASB Help Desk. Fields incoming support requests from end users via telephone. Tier 1 and 2 support generally applies to technical services and/or applications such as Microsoft Office, printing, user administration (logon & access), etc.
• Documents all pertinent end user information using the Incident Management process/system. Effectively describes the issue, symptom/cause and resolution, classification of severity value, and recording and monitoring the progress of issue if referred to higher level support for resolution.
• Take ownership in resolving a range of incidents and service requests that may require extensive research and/or require an extended period for resolution. Collaborates with stakeholders to resolve complicated issues.
• Accountable for following the Incident Management process that includes recording and monitoring the progress of issues, effectively describing the symptom/cause and/or resolution, classification of severity values, and resolving them when appropriate or referring them to higher level tech support for resolution. Handles escalated tickets/work orders from Helpdesk teammates that require additional troubleshooting and/or follow-up.
• Maintains and updates the Tech Help Desk knowledge base. Assists in assessment of procedures and processes and recommends any improvements and/or tools to streamline the operations of the Tech Help Desk.
• Ensures that the team is delivering excellent customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration. Monitors and reports on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls.
• Validating Asset Tracking records and ensuring that the asset has been updated.
• Occasionally works long hours as needed to meet critical deadlines.

Experience Required

Minimum three (3) years of experience in the following:

• Work experience in an Information Technology department.
• Providing customer support via telephone.
• Experience working in large IT organization (multiple locations, client server technology, WAN, 1200+ client environment).

Required Skills or Training

• Knowledge of basic computer hardware, including desktops, laptops, mobile devices, and peripherals.
• Exceptional interpersonal skills, focused on resolving issues and building end user rapport.
• Able to successfully multitask and complete assignments within critical deadlines.
• Developed customer service skills, including the ability to diffuse challenging end user situations.
• Excellent written and verbal communication skills, including the ability to thoroughly document information into electronic recordkeeping systems.
• Familiarity with ServiceNow and Microsoft M365 are a plus.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!