What are the responsibilities and job description for the IT Help Desk position at b1BANK?
Summary
IT Help Desk is responsible for basic level support for all users, AIOs, Surfaces, and other related equipment. The IT Help Desk position is responsible for working on Call Center, which includes answering IT support calls and creating tickets based on those calls. Responsibilities include addressing IT help desk tickets and escalating tickets when necessary. IT Help Desk personnel assists IT Support management with routine maintenance, operational changes, and special projects.
Specific Job Functions
- Assists all desktop support personnel and processes to ensure timely resolution of all IT related issues.
- Responsible for IT Call Center and IT Help Desk duties.
- Fields incoming help requests from end users via both telephone and work orders in a courteous manner.
- Maintains quality assurance processes to ensure support levels meet or exceed b1Bank expectations.
- Builds rapport and elicits problem details from help desk customers.
- Accurately documents tickets with steps taken and final resolutions.
- Escalates unresolved issues to IT Support or other IT resources for resolution.
- Assists with projects related to IT support.
- Assists with occasional delegated maintenance and operation of b1Bank’s network server systems and communications infrastructure.
- Follows the established b1Bank procedures for new hardware implementation.
- Documents all maintenance performed on network, PC, server, and communications systems.
- Assists management with special projects as directed.
- Maintains confidentiality in dealing with special projects and IT dealings.
- Assists with inventory management.
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Assists users in the use of new programs and integrated systems.
- Other duties as assignment by leadership.
Minimum Job Requirements
- High School diploma or equivalent is required.
- Six (6) months of IT technical support is required.
- Ability to diagnose and resolve basic technical issues.
- Must have experience working desktop operating systems including Windows 10 and 11.
- Must have strong people skills and aptitude for problem solving.
- Must have strong customer service skills.
- Must have the ability to maintain composure and customer focus while troubleshooting and solving technical issues.
- Must have excellent written and verbal communication skills.
- Must be resourceful, well organized, highly dependable, efficient and detailed oriented.
Equal Opportunity Employer/Veterans/Disabled
