Technology Analyst I in Cleveland, OH at Key Bank- Corporate

Date Posted: 10/11/2017

Job Snapshot

Job Description

About the Job
Desktop Technician is to provide second level support for all employees at KeyBank and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
Responsibilities include installation, configuration, troubleshooting and maintenance on personal computers. This position requires analysis, troubleshooting and excellent communication skills. A minimum of 3 years’ experience in similar role is required.

Essential Job Functions

  • Sit in the trade area and respond directly to requests for service
  • Open tickets to track work performed for line of business partners
  • Engage in the support of Key’s computer platforms at corporate and campus locations
  • Provide high level of customer service to Key's internal client base
  • Effectively communicate with the end user
  • Setup, maintain and troubleshoot Microsoft Windows and Apple MAC OS computers
  • Complete work on assigned tickets within SLA
  • Use industry standard concepts, practices, and procedures
  • Rely on documented and established guidelines to perform the functions of the job
  • Communicate using excellent grammar and listening skills
  • Work closely with team and produce clear documentation
  • Learn new things and adapt to new procedures
  • Provide audio\\visual support

Training Provided

  • Training will be provided when appropriate

Required Skills

  • 2+ years of technical support experience in a computer support environment
  • Possess an associate’s degree in computer science and/or business, or the work experience equivalent
  • Work within a customer oriented, positive team environment
  • Demonstrate strong interpersonal, verbal, and written communication skills for communications with technical and non-technical staff
  • Provide support on single projects and initiatives within scope, budget and timeline
  • Track corporate IT assets throughout computer lifecycle
  • Install, support, and maintain desktop applications
  • Provision applications using Microsoft System Center Configuration Manager (SCCM)
  • Support desktop and mobile operating systems
  • Configure, troubleshoot and repair hardware
  • Install, configure and support common trade floor applications such as Bloomberg, Eikon, Factset among other software

Desired Skills
  • Configure, troubleshoot and repair hardware
  • Configure network connectivity, including mobile computing
  • Demonstrate functional knowledge of information security and best practices
  • Possess excellent customer service skills

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.