IT Help Desk Support Specialist

Position Title:                                  IT Help Desk Support Specialist

Reports to:                                       Assistant Vice President of Technology

Department:                                    Technology

Location:                                           Corporate

Position Type:                                 Full-Time; 40 hours per week 

FLSA Classification / Type:           Non-Exempt 

Supervises:                                       None 

Effective:

POSITION SUMMARY

The IT Help Desk Support Specialist is the first point of contact for IT needs. These will encompass basic troubleshooting, supporting company software, knowledgebase article creation, and working on other IT projects assigned. 

DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

1. Respond to help desk tickets, answer support calls/chats, and assist employees through email
2. Assist with supporting company software (ex. Office 365, Encompass, Entra)
3. Use company-created tools and documentation to resolve common problems
4. Research, test, implement, and document solutions to new issues
5. Use company provided remote support software to troubleshoot and resolve computer issues
6. Assist with monitoring and managing company services
7. Maintain and improve "all things" IT in Corporate office to provide increased efficiency
8. Train employees and create and maintain documentation and training materials (ex. how to use Outlook, OneDrive, features of phones, etc.)
9. Conduct employee training when necessary through on-site or remote means
10. Setup and deploy new computers
11. Setup and deploy new phones with company phone system
12. Mail equipment to employees working from their homes
13. Additional duties as assigned, given adequate guidance and resources

REQUIRED EDUCATION, EXPERIENCE, LICENSURE, AND COMPETENCIES

 1. Minimum of 3 years combined IT Help Desk, PC Repair, or customer service experience
 2. High school diploma, or equivalent education and experience; college degree preferred
 3. Highly motivated, ambitious, and driven to succeed
 4. Trustworthy, honest, and displays a high-level of integrity
 5. Able to work effectively
 6. Strong attention to detail and accuracy
 7. Effective written and verbal communication skills
 8. Able to identify and resolve problems in a timely manner
 9. Able to understand and respond appropriately to basic inquires
 10. Able to read, write, and communicate using the English language sufficiently to perform job functions
 11. Able to multi-task
 12. Works well under general light supervision
 13. Able to handle and meet deadlines

14. Compliance with all Bank Secrecy Act (BSA), Anti-Money Laundering (AML) laws, and Office of Foreign Asset Controls (OFAC) requirements is required. Employee must complete annual training in these areas

WORK ENVIRONMENT

This job operates in a clerical office setting; climate-controlled surroundings with adequate lighting and little or moderate noise when in the office.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

PHYSICAL DEMANDS

This is largely a sedentary role; however, some filing and photocopying is required. This would require the ability to lift files, open filing cabinets, and bend or stand as necessary.  

TRAVEL

This position requires up to xx% travel. Moderate travel needed by private vehicle or airline carriers with over-night stays in modern facilities at times.  Regional traffic conditions when traveling by car to-and-from business appointments.   Mileage reimbursement will be provided at current IRS allowable rates.

EXPECTED HOURS OF WORK

Days and hours of work are Monday through Friday, 8:30 a.m. to 5:00 p.m.   Evening and weekend work may be required as job duties demand. 

OTHER DUTIES

This position performs additional duties as assigned, given adequate guidance and resources.  This Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities and activities may change at any time with or without notice. 

EOE D/V/M/F