What are the responsibilities and job description for the Desktop Support Specialist position at Bank of New Hampshire?
Bank of New Hampshire is an award-winning local bank, headquartered in Laconia, NH. We staff 21 retail banking branches across New Hampshire, and we employ over 250 dedicated employees. We are currently looking for an experienced Desktop Support Specialist for our Gilford, NH Operations Center.
As a Desktop Support Specialist, you will be responsible for the following core duties including, but not limited to:
CORE FUNCTION:
Under the direction of the SVP-Director of Information Technology, the Desktop Support Specialist is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and laptop computers and peripherals. This includes installing/imaging, patching, diagnosing, and maintaining all desktop equipment, network printers, and software applications to ensure optimal performance. Support will be performed in person or via telephone/remote support tools. The Desktop Support Specialist will work closely with other members of the technology department to support all end users.
PRIMARY DETAILS OF FUNCTION: (essential functions are in bold type)
- Install, configure, and maintain desktop hardware, software, and Microsoft Windows operating systems.
- Set up new equipment: Install and configure new workstations, applications, upgrades and patches.
- Provide technical support: Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers and other peripherals.
- Work closely with IT Service Desk and Engineers to resolve issues, implement new technologies and identify improvements in functionality, stability and/or efficiency.
- Respond to helpdesk tickets and provide on-site or remote support to end users in a timely manner.
- Maintain documentation: Ensure proper documentation of issues, resolutions, and processes in the helpdesk system
- Provides technical assistance, support and training to IT technical staff.
- Load specified software packages and patches for operating systems, firmware, application tools and other system support software.
- Planning, testing, and implementing upgrades to systems and software
- System documentation: Creates and maintains documentation, diagrams, reports and other written materials about system configurations, operations and work performed.
- Periodically participate in DR systems testing as designed and document results and recommendations.
- Perform remediation of audit/exam findings and recommendations.
- Serves as a member of the Incident Management Team as defined in the Business Continuity Plan. Membership on and responsibility to this team overrides all normal duties, responsibilities and administrative organizational reporting relationships when an official incident has been declared by the Bank.
- Provides 24x7 on-call support, in a rotation, with other members of engineering team.
- Training and Education: Actively participate in bank training sessions to enhance individual product and service knowledge, understanding of policies and procedures, computer equipment skills and understanding of federal and state regulations and compliance issues.
- Complies with the Bank Secrecy Act: 12 CFR 326.8; 31 CFR Chapter X; 31 CFR 1020.220; 31 CFR 1020-210; 31 CFR Chapter V; 12 CFR 353 and FinCEN Regulations - 314(a) and 314(b).
PROFESSIONAL RELATIONS:
Works cooperatively with IT staff and all employees to achieve the goals and objectives of both the bank and IT Mission Statements.
POSITION QUALIFICATIONS:
- 3- 5 years’ experience with the following: Knowledge of computer software, hardware and Windows 10/11, imaging/deployment/patching process and tools, remote support tools and techniques, basic networking principles and protocols. Active Directory/Azure/Entra ID, GPO, Microsoft 365, DNS/DHCP. Experience with ITIL processes such as Change Management, and Problem Management.
- Associate’s degree in computer science or a related field, certification or additional 1-3 years’ experience working in a similar technical service/support function or related company position of similar duties and responsibilities with desktop and support services.
- Certification: CompTIA and/or Microsoft
- Demonstrated support skills including professional courtesy, organization, system operations/problem diagnosis-resolution/maintenance, planning and quality delivery of services. Excellent customer service skills. High level of accuracy and attention to detail. Excellent communication skills, both written and verbal.
- Must possess and maintain a valid driver’s license and satisfactory driving record, as well as a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
Pay rates for this position will be determined based upon experience. Bank of New Hampshire offers excellent benefits to our employees, including:
- Medical, Dental and Vision coverage on day one of employment
- Company paid Short and Long Term Disability
- Company paid Group Term Life Insurance
- 401k Retirement Plan with Generous Company Match
- Generous Time-Off, Including Paid Vacation, Personal Time, Holidays, Paid Volunteer Time, and a Paid Day Off in the Month of Your Birthday.
- Tuition Reimbursement
- Several opportunities for training
- Opportunities for growth throughout our organization
- Company Outings
- and much more!
This is an exciting time to join Bank of New Hampshire. Come and be a part of our dynamic team of talented IT professionals!
For immediate consideration, please click "Apply" above to submit your resume and apply online.
Should you wish to refer a candidate for this position, please click the "Refer a Friend" button at the top of the page and follow the instructions for submitting your referral.
EEO/AA M | F | Vets | Disability Member FDIC
