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Technical Analyst in Albany, NY at Key Bank- Corporate

Date Posted: 4/30/2019

Job Snapshot

Job Description


About The Job:
Responsible for providing technical support, laptop, desktop, printer and network connectivity issues as well as applications throughout the Corporate and Retail Key Bank Enterprise. Position’s focus is on technical support to our internal Key Employees. A Tier 2 Analyst is also expected to assist first level Technology Service Desk associates with more complex issues and provide guidance and coaching on resolving issues.

Essential Job Function:

  • Engage in the support of Key’s computer platforms at corporate, retail and data center locations.
  • Provide a high level of customer service to Key's internal client base to resolve incoming client issues escalated by TSD Tier 1.
  • Troubleshoot Microsoft Windows and Apple MAC OSX computers
  • Assist in staffing the KeyBank Call Center systems to answer incoming client calls from Vendors requesting onsite support
  • Complete work on assigned tickets within SLA
  • Use industry standard concepts and established guidelines to perform the functions of the job
  • Rely and follow documented and established guidelines to perform the functions of the job
  • Provide detailed documentation using the current Incident logging system
  • Consistently utilize applicable troubleshooting skills and tools for maximum efficiency and effectiveness as it relates to each situation
  • Assist in accurately capturing large scale customer group impact incident escalations in a timely manner
  • Act as liaison between Critical Incident team and the TSD Tier 1 teams.
  • Act as liaison between ECCS Tier 3 and the TSD Tier 1 teams.
  • Act as a liaison between STS (Vendor) and the TSD Tier 1 teams
  • Follow Incident Record documentation standards
  • Take ownership and responsibility of Client Technical issues
  • Lead by example; independently makes decision on course of action to get the client back to full operating capacity in a timely manner
  • Be a positive, professional resource for clients and their business partners
  • Utilize resources – knowledge, news alerts, Tier 3
  • Manage challenging calls, maintain control
  • Handle individual customer incident escalations

Required Qualifications:
  • Possess an Associate Degree in computer science and/or business, or the work experience equivalent.
  • 3+ years’ experience in an Enterprise level Service Desk/Customer Service environment. Key Bank Technology Service Desk experience preferred.
  • Thorough knowledge of standard PC hardware/software/operating systems used by KeyCorp and its subsidiaries
  • Ability to make sound decisions based on logical reasoning
  • Commitment to team concept
  • Effective problem determination skills
  • Effective listening skills
  • Ability to work in a fast-paced and high-volume environment
  • Work within a customer oriented, positive team environment.
  • Demonstrate strong interpersonal, oral, and written communication skills for communications to technical and non-technical staff.
  • Provision and troubleshoot application installations using Microsoft System Center Configuration Manager (SCCM)
  • Support desktop and mobile operating systems
  • Configure, troubleshoot and repair software
  • Provide hardware troubleshooting from a remote standpoint
  • Configure network connectivity, including mobile computing
  • Demonstrate functional knowledge of information security and best practices
  • Possess excellent customer service skills
  • Must be able to multi-task and prioritize tasks


FLSA STATUS:Non-Exempt

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.

35140BR

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