Help Desk Analyst Jobs for OPT Students

INTRODUCTION

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Help Desk Phone Analyst performs intake activities related to the support of end-users via Phone and documents all call records in Salesforce and gathers information necessary for a one call resolution. The Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a resolution and often times provides educational training on various systems supported by OSS. Each Phone Analyst adheres to compliance regulations and adheres to Truist policies and procedures related to the particular scenario. If the Phone Analyst is unable to resolve the issue, they will escalate it to a more experienced teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Troubleshoot, analyze and resolve related issues using available resources and tools.
2. Report any new issues immediately to next level support and management.
3. Speak with end-users to resolve their issues quickly and determine a root cause.
4. Support roll-out of new applications.
5. Complete call logs in Salesforce on each call.
6. Work bulk requests to support issue resolution between calls.
7. Educate end-users on resolution to their issue to ensure they have an understanding on how to fix it on their own going forward to prevent additional calls.
8. Warm transfer calls to appropriate departments if the call comes in and OSS does not support the particular application.
9. Review daily communications provided by management or the Knowledge Services Communications team to stay informed of new information on changes and workarounds.
10. Adheres to OSS scorecard goal expectations to meet/exceed goals as outlined.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school diploma or equivalent
2. One to three years Help Desk environment
3. Excellent listening, verbal, and written communication skills
4. Ability to handle a busy stressful environment and maintain professionalism at all times

Preferred Qualifications:

1. Associate's or Technical degree
2. Three years of IT experience
3. Knowledge of Truist Mortgage systems; IE: Empower, Salesforce, Blend, Citrix, LendingSpace
4. Banking or financial services experience

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting/Standing/Walking/Bending/Lifting

• Sitting (if checked, indicate frequency)
  Constantly (More than 50% of the time)

• Standing (if checked, indicate frequency)
  Occasionally (Less than 25% of the time)

• Walking (if checked, indicate frequency)
  Occasionally (Less than 25% of the time)

• Bending (if checked, indicate frequency)
  Occasionally (Less than 25% of the time)

• Lifting (if checked, indicate pounds)
  Up to 10 lbs.

• Visual / Audio / Speaking
  Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

• Manual Dexterity / Keyboarding
  Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

• Availability
  Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

• Travel (Must select one)
  Minimal and up to 10%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law E-Verify IER Right to Work