IT Service Desk Technician

IT Service Desk Technician

Provides internal customer service to computer users and provides backup assistance to IT staff. Identifies, researches, and resolves technical issues. Performs installation, configuration and upgrades for network PCs, mobile devices, network attached devices, and server applications.

Essential Duties:

• Answer helpdesk calls, providing technical support and responsiveness to end users in a timely manner
• Track and prioritize incoming IT support requests through the help desk ticketing system
• Respond promptly to support tickets and IT-related inquiries from bank staff
• Provide technical assistance and training to end users
• Escalate complex issues to relevant IT specialists (network administrators, system administrators, etc.) when necessary
• Assist with user access on Core System (Navigator, Director, Teller, etc.) and Bank's computer systems (Microsoft Active Directory, Azure, etc.)
• Assist with new employee workstation / laptop setup and configuration
• Assist with workstation imaging and updates
• Assist with deploy Microsoft and 3rd party software patches, security updates, and hot fixes
• Assist with installs, configures, and support of end user software
• Provide support to branches, traveling to and from branch(s) as needed
• Provide support for mobile devices and end users
• Document technical procedures
• Maintain device inventory as well as a listing and description of network and system components
• Maintain a courteous and professional relationship with co-workers

Other Duties:

• Other duties as assigned
• Available after hours for support if needed

Required Experience/Skills:

• Excellent communication, organization, and written skills
• One to two years of job experience preferred but not required
• Knowledge of MS Windows Platform, MS Office Software, and MS Server Platform
• Ability to support and maintain end users
• Ability to identify and resolve software related issues
• Experience in desktop / laptop repair and hardware troubleshooting
• Ability to handle various tasks simultaneously
• Ability to work interdependently

Required Education:

• High school diploma or equivalency (GED)
• Specialized training such as that acquired in up to one year of college, technical, vocational, trade or business school
• Proficiency using Microsoft Windows / Office and financial institution technology

What Can We Offer You:

• Working with an energetic team focused on making our customers financially successful!
• An opportunity to grow your career and do amazing things!
• Collaborative and energetic work environment
• Incentive program based on performance
• Paid Time Off (PTO) and Paid Holidays for Full Time/Part Time Employees
• Paid time to support your community!
• Health, Dental, Vision (Full Time Employees)
• 401K match and Life Insurance (Full Time/Part Time Employees)
• Educational Assistance Program (Full Time/Part Time Employees)
• Employee Assistance Program

Working Conditions:

Ability to enter data into a computer and work with computer software Ability to stand and / or sit for e