Help Desk Specialist

Job Details

Description

POSITION SUMMARY

As a Help Desk Specialist, you will provide first- and second-tier support to employees by responding, researching, and resolving incoming support issues and questions for computers and other related equipment in a timely manner. As a representative of the Bank, you are required to present a positive and professional image at all times.

Job Requirements

• High school diploma or equivalent required
• Associate’s degree in computer science preferred
• One year of experience with IT Customer Support via phone, email, or in person with verified troubleshooting and problem-solving skills preferred
  
  

COMPETENCIES

• Ability to work both independently and on a team
• Possess strong verbal and written communication skills
• Ability to effectively listen and ask questions in order to properly diagnose and resolve issues
• Possess patience to repeatedly instruct users on steps to solve computer problems
• Possess organizational skills
• Ability to provide exceptional customer service
• Possess telephone confidence and professional etiquette
• Ability to effectively resolve problems and properly manage time and tasks
• Possess and regularly display detail orientation
• Maintain a basic understanding of common IT applications and common hardware knowledge
• Maintain an intermediate user knowledge of Windows-based applications and OS, including Office, Outlook, Adobe, and W10/W11
• Maintain a basic knowledge of printer troubleshooting and maintenance, including laser, desktop and network
• Maintain a basic understanding of Outlook and user rights management such as password changes and Active Directory integration
• Maintain a basic understanding of LAN/WAN network protocols and equipment
• Ability to proficiently create or update system support documentation
• Maintain a basic understanding of applications such as Adobe Reader and MS Office applications
  
  

Duties And Responsibilities

• Proficiently provide first- and second-tier support to various users with issues related to computers and other equipment via telephone, email, or in-person. Such issues may include password resets, user administration, printer support, application support, and network connectivity troubleshooting
• Effectively respond, research, and resolve these incoming support issues and questions in a timely manner displaying organization, professionalism, competence, and a friendly attitude
• Install, evaluate, maintain, and resolve issues relating to computer hardware, including personal computers, printers, and computer-related communication equipment
• Install, configure, and troubleshoot software applications
• Answer incoming telephone calls with professionalism
• Monitor and manage Help Desk tickets and voicemails appropriately
• Interpret and evaluate problems reported to the help desk regarding various hardware, software, and core business systems and provide immediate information and solutions whenever possible
• Escalate complex problems as appropriate to senior level technical support personnel using defined escalation procedures and act as a liaison between users and escalation teams
• Log all user contact and issues from initial contact to resolution in a problem tracking system to be utilized as a knowledge base for problem documentation and reporting
• Travel to branches to resolve issues and install equipment when necessary
• Keep informed and current with all procedures for systems and equipment and ensure that documentation is up-to-date and accurate
• Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed and notify management of suggested changes
• Assist in resolving technical equipment problems when necessary
• Assist other IT personnel as requested
• Provide support with daily computer operations
• Be able to follow, process and complete the processing of the daily run sheet processing tasks on a set schedule
• Answer questions and solve issues on assigned On Call weekend
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial
  
  

Physical Requirements

While performing the duties of this job, the employee is regularly required to communicate effectively with Bank management and employees. Regular use of the telephone and email for communication is essential. Remaining in a stationary position, frequently operating a computer for extended periods of time, is common. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common office equipment such as computer terminals, calculators, copiers and telephones. You will be occasionally required to lift up to 100 pounds. Occasional travel to NETN branches may be required.