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For your reference, we have included the original job posting below.
Operations Analyst I
Job Number:
26263658
Company Name:
Liberty Savings Bank
Job Location:
Wilmington, OH US
Job Category:
Information Technology
Minimum Education:
High School Diploma
Operations Analyst I
REPORTS TO: Operations Manager
Job Summary: The primary function of this position is the transition into the more diverse and advanced positions in the Operations department. The purpose of this position is to provide the employee the opportunity to expand their skills by maintaining their primary role and learning the requirements of the level I positions for the Service Desk, Computer Tech and Operator roles. To qualify for this position the individual must have reached a level II position in their current position. The employee must spend, at minimum, one year in this role to fully understand and satisfactorily know the position.
Essential Functions: Computer Technician:
PC Hardware and Software setup on both new PC’s and reconfiguration of existing PC’s
Assist with loading new or upgraded software packages per instructions by the Operations Manager or Lead person.
Install hardware upgrades as assigned by Operations Manager or Lead person.
First level PC equipment maintenance. This would include initial diagnosis of the problem, and initiation of actions to correct the problem (fix it, refer to Service Desk for service, escalate properly, etc.)
First level software support. This would include initial diagnosis of the problem, and initiation of actions to correct the problem (fix it, refer to Service Desk for service, escalate properly, etc.)
Handle equipment relocation tasks per assignments by the Operations Manager or Lead person
Assist with Service Desk support by taking calls, fixing problems and following up on issues open for more than a half hour.
Assist in other functions as needed.
Perform routine maintenance procedures on PC’s and printers.
Service Desk
Diagnose problems over the phone to resolve the problem or escalate as needed.
Communicates with internal customers to gather information and track their issues in the Service Desk database.
Tracks internal customer’s computer issues left on voice mail in the Service Desk database.
Sets up Novell users by request from our internal customers using various media to submit proper forms.
Upholds customer satisfaction by supporting external and internal customers and answering questions/request in a timely manner.
Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.
Complies with bank procedures and follows regulatory, operational and security guidelines.
Computer Operations
Backup to the primary operations person which includes:
Being able to run operations in the absence of the primary operator
Independently run Information Systems Operations
Responsible for sorting and distributing Mortgage and Fiserv reports, checks, and special forms in a timely manner according to department scheduled time
Responsible for providing routine maintenance and support for printers and IS related equipment
Maintains logs, checklists, and provides support to the IS Vice President as well as the Operations manager
WatchDog and Guard Dog are maintained by running all updates as they are available. Maintain by running daily, bi-weekly and monthly processing.
Secondary Functions: Computer Technician
Assist Service Desk as required by the Operations manager or Lead person
Maintain the backroom by keeping the area clean, break down all boxes, keeping packing material stored in a secure place, and assuring all unneeded boxes are disposed of.
Become familiar and/or cross trains on duties of other departmental members so they can provide support when other members are out of the office.
Stays current with the industry knowledge and regulations by completing training sessions as needed.
Contributes to the team effort by working on special projects/reports and performing other job-related duties as assigned.
Service Desk
Assist Operations Manager or Lead personas required
Stays current with the industry knowledge and regulations by completing training sessions as needed.
Becomes familiar and/or cross trains on duties of other department members so they can provide support when other members are out of the office.
Contributes to the team effort by working on special projects/reports and performing other job-related duties as assigned.
Computer Operator
Assists the Service Desk by providing additional support in answering calls/assisting users problems as directed by the Operations manager
Assure all move over requests are completed by reviewing the procedures, testing the application and moving the files or databases as required by programmers
Advise Operations manager of any problems with operations or error you have in Operations that day or at month end. Maintain a log of the error and what the fix was and who did.
Becomes familiar and/or cross trains on duties of other department members so they can provide support when other members are out of the office.
Stays current with the industry knowledge and regulations by completing training sessions as needed.
Contributes to the team effort by working on special projects/reports and performing other job-related duties as assigned.
Job Standards: Computer Technician
Meet or exceed deadlines on projects assigned as an ISIR. Should maintain an 80 % rate or higher of meeting deadlines. Get with the Operations manager or lead before due date if unable to meet. Need to document all details clearly in isir log before isir is closed.
Assist the Service Desk as required by schedule, or instructed by the Operations Manager or Lead person Document detailed and clear resolutions in all Service Desk calls before closing.
Must maintain 3.5 or higher average on Customer Satisfaction survey.
Maintains regular attendance and punctuality as evidenced by attendance record
Monitor PM schedule and make sure hardware is being done per the schedule set forth by the Tech Bench Supervisor.
Service Desk
Maintain high levels of accuracy while inputting information into the Service Desk database as evidenced by weekly or monthly reports.
Demonstrates excellent customer service skills both in person and on telephone as evidenced by minimal negative reports from other departments and management observation.
Completes assigned special projects within allotted timeframe as evidenced by closed dates on projects.
Should resolve 25% of calls during first contact. (Under normal circumstances)
Should be able to resolve 50% of calls without escalation. (Under normal circumstances)
Maintains regular attendance and punctuality as evidenced by attendance records.
Computer Operator
Morning Operations - Delivery of reports, checks, and letters to be completed daily by 10:00 AM unless there are extenuating circumstances.
Maintain all logs – Must maintain all logs for Backup tapes at the centre and what tapes went to the tower. Logs are to be audited on a weekly basis and tapes are to be audited on a monthly basis at Centre and Tower
Must assure Watchdog and Guarddog procedures are run on a daily basis. Maintain higher levels of accuracy when running large reports or letters by making sure you are maintaining quality assurance as you print. This means to do random sampling of reports or letters to make sure they are printing correctly.
Maintains regular attendance and punctuality as evidenced by attendance record
Physical Requirements:
Talking--Ability to express or exchange ideas by means of the spoken word.
Hearing--Ability to receive detailed information through oral communication.
Seeing--Ability to view a computer screen for an extended period of time.
Sitting--Ability to sit for extended period of time.
Mobility--Ability to move from one place to another specifically in confined spaces to run copier and use Fax.
Flexibility--Ability to bend body downward and forward to move/pick up objects and ability to extend hands and arms in any direction to move/handle objects.
Finger dexterity--Ability to work with fingers for handling objects, documents and use of a keyboard/mouse.
Lifting--Ability to lift and/or move objects weighing up to 50 pounds
Knowledge, Skills and Abilities: Computer Technician
High school diploma or equivalent is required.
Minimum of 1 year Microsoft Office related experience or training required, experience in a financial organization is preferred.
Good basic computer skills and the ability to use common Microsoft applications such as Windows, Word, Excel, and Access are required.
Ability to learn new tasks quickly, with emphasis on learning new computerized applications.
Ability to communicate verbally and in writing with all types of individuals, provide superior customer service and work well with others is required.
Good organizational skills and the ability to perform work with accuracy/thoroughness required.
A+ Hardware Certification or equivalent will need to be acquired before Analyst II position can be considered.
Basic workstation Microsoft Certification is preferred.
Minimum of 2 years experience in IT related job.
Service Desk
High school diploma or equivalent is required.
1 to 3 years experience in a customer service position with good phone skills.
Good basic computer skills and the ability to use common Microsoft applications such as Word, Excel, and Access are required.
Ability to learn new tasks quickly, with emphasis on learning new computerized applications.
Ability to communicate verbally and in writing with all types of individuals, provide superior customer service and work well with others is required.
Good organizational skills and the ability to perform work with accuracy/thoroughness required.
Computer Operator
High school diploma or equivalent is required.
Minimum of 1 year office related experience or training required, experience in a financial organization is preferred.
Basic accounting skills are required, with advanced skills preferred.
Good basic computer skills and the ability to use common Microsoft applications such as Word, Excel and Access are required.
Ability to learn new tasks quickly, with emphasis on learning new computerized applications.
Ability to communicate verbally and in writing with all types of individuals, provide superior customer service and work well with others is required.
Good organizational skills and the ability to perform work with accuracy/thoroughness required.
