Help Desk Representative

Job Description

Job Description

Job Summary

Serve as IT Department frontline support for all systems by responding to Help Desk requests and

providing timely solutions to our employees. Possess familiarity with the bank’s environment and

demonstrate the ability to troubleshoot and resolve requests concerning hardware and software

utilizing remote management tools with minimal supervision. In this position, you may help employees

in person or over the phone. If you cannot fix the problem remotely, you may have to travel to the

employee’s branch location. Our ideal applicant has an associate degree in computer science and

advanced computer proficiency.

Duties and Responsibilities

Answer phone calls and emails from employees.

Help employees fix their problems remotely.

Fix more complicated issues in person.

Record each IT support ticket in the ticketing system.

Maintain documentation as required.

Maintain high customer satisfaction ratings.

Serve as technical representative on IT projects or specific IT areas. For example : PC requisitions, equipment inventory, new product rollout, equipment repair process.

Perform additional duties as assigned by Manager.

Requirements and Qualifications Required :

Associate’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop software support.

Excellent communication and interpersonal skills.

Entry level position requires interest and ability to work in IT industry.

Strong analytical skills, self-motivation, and customer focus necessary.

Preferred :

TCP / IP & DNS experience.

Experience troubleshooting resolving help desk requests.

Experience troubleshooting network connectivity and cabling issues.

Experience installing, configuring, and maintaining client hardware and software.