First Republic Bank

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Field Services Analyst I

Field Services Analyst I

ID 
2018-5616
Job Locations 
US-CA-San Francisco
Category 
Information Services

More information about this job

Overview

First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

 

The Field Services (Desktop Support) Analyst I is primarily responsible for the efficient and accurate support and maintenance of systems and applications used at First Republic Bank. This role is part of the field services team which focuses on the direct face-to-face interaction with the business and delivery of technical solutions for all production systems bank-wide.

This is a hands-on role, responsible for managing both incidents and service projects in

an environment of constantly changing priorities maintaining a high level of accuracy and production.

 

The FSA-I is familiar with industry standard concepts, practices/procedures and maintain

active awareness of I.S. department activity to make informed service decisions. Additionally, the FSA-I will make recommendations for job-specific operational improvements such as efficiency, customer satisfaction, and risk reduction.

 

Duties are performed in accordance with established schedules and procedures, but

employees must organize daily tasks on their own work using ticketing system, and ensure proper completion of assigned tasks in a timely manner.

Responsibilities

  • Incidents : Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, troubleshoot bank software support, for standard operating systems & productivity tools. May require working at remote sites and overtime
  • Service Projects : Responsible for accurate evaluation and decisive planning of hardware (moves, adds, changes) projects, presentation requests, office openings, software projects & other assignments. Participation will require working offsite & overtime, as needed.
    Major Incident Handling: Provide clear diagnosis of time sensitive or high priority issues. Participate in problem management closure process, work with IS resolver teams to facilitate resolution and follow up.
  • Interact with vendor technical support for systems issues. Participate in on-call support.
  • Communication : Provide prompt, clear and ongoing communication with end users to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Post service messages & relay updates to internal business groups. Track communications in Service tracking tool.
  • Documentation & Reporting: Actively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email.
  • Provides support and maintains written resolutions to frequent
  • problems such as networks, hardware, software applications used by Bank personnel. May be asked
  • Acts as business advocate between customers and I.S. departments. Channel feedback from face-to-face contact to drive improved service satisfaction.
  • Perform duties & responsibilities specific to department functions & activities.
  • Performs other duties & responsibilities as required or assigned by supervisor.
  • Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

Qualifications

  • Associate degree required, four year college degree preferred and/or equivalent 3 years industry experience
  • Ability to take initiative and work independently, as well as part of a team.
  • Working knowledge in Windows based environment
  • Ability to complete tasks and meet deadlines fast-paced, high stress environment.
  • Excellent customer service skills.
  • Working knowledge of hardware/software troubleshooting Familiar with document processes and procedures.
  • Working knowledge of MS Office (strong Outlook and Excel a plus)
  • Knowledge of ticket tracking tools
  • Working Knowledge with Citrix products and publishing a plus Working knowledge of Active Directory.
  • Knowledge of device/data encryption a plus Knowledge of imaging and software deployment
  • Knowledge of networking principles, practice and technologies
  • (TCP/IP protocol suite).
  • Knowledge of request/problem documenting and tracking skills (Remedy, Service now, Cherwell)
  • Knowledge of Retail banking and financial applications a plus Knowledgeable Planning and organizational skills.
  • Trading support a plus
  • Executive support experience a plus.
  • Familiarity with Software distribution systems a plus (Marimba, SCCM)
  • Familiarity with MDM/UEM (BES, GOOD)
  • Familiar with printer configuration service and support Audio visual /Projector setup experience
  • Project management experience a plus Migration experience plus
  • Familiarity with VMWare products a plus
  • Familiarity with ITIL and Service Management concepts Industry standard Certifications are a plus.
  • Familiarity with scripting a plus
  • Further the First Republic Bank culture. 

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