What are the responsibilities and job description for the Associate, Helpdesk Support Specialist position at CFSB?
Job Details
Description
JOB SUMMARY:
The Helpdesk Support Specialist is responsible for supporting the end-user on hardware, software, and network-related problems, answering end-user questions, and providing problem resolutions with users. The Helpdesk Support Specialist will also assist with working on Tier 1 issues when available. The expectation is that the Helpdesk Support Specialists will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. The successful Helpdesk Support Specialist will be able to prioritize multiple requests, be organized, have strong communication skills, and ensure that support tickets are resolved promptly, and other routine activities are executed as needed.
Responsibilities:
The Helpdesk Support Specialist will work closely with the other staff members under the IT Manager’s direction with
responsibilities including, but not limited to, the following:
- Be able to work in a fast-paced environment.
- Ability to organize, prioritize, and meet established deadlines.
- Ensure all requests are resolved promptly and with high-quality results.
- Assist users over the phone, in-person, and remotely using multiple platforms.
- Provide desk-side support for all levels of staff.
- Administration of Active Directory, Azure, Sharepoint, Zoom, Exchange, Office365, EndPoints, firewalls, load balance, email filter, backups, phone systems, mobile devices, and other IT-related software.
- Understanding of virtual desktop environment and remote desktop technology
- Configure, deploy and relocate desktops, laptops, printers, and any other related devices.
- Knowledge of video conference systems, cell phones, smartphones, iOS, iPadOS, and other standard hardware devices and software.
- Collaborate with Team Members regarding resolutions to various users within the CFSB environment.
- Troubleshooting problems ranging from server, application, network, and PC issues
- Handle escalations from Tier 1 phone calls, emails, or monitoring alerts.
- Utilize experience and knowledge to assess issues and provide solutions for matters presented.
- Assist Tier 1 with responding to alerts and tickets.
- Take ownership of tickets and customer interactions.
- Document resolutions and update procedures that may be outdated.
- Engage in continued certification training to improve skillset.
- Escalate issues to Tier 3 when needed and remediate user’s issues.
- Report critical incidents or problems that become too complex for self-resolution.
- Occasional local travel to our Branch office located in Woodhaven, Queens.
- Must be flexible to work various shifts, including holidays, weekends, and participate in the On-call rotation with the IT team as needed
Qualifications
Knowledge, Skills, and Abilities:
- Minimum 5 years experience in administering/supporting any of the following:
- LAN/WAN environments
- Office 365 and Azure Intune
- Network Operations Center
- Help desk or relevant IT Support role
- Experience with PSA and RMM Tools
- Microsoft Windows Server 2012/2016/2019 and Active Directory
- Microsoft Office Suite and Office365 experience and proficient in troubleshooting
- Fundamental understanding of DNS, DHCP, and TCP/IP
- Knowledge of backup technologies
- Knowledge of security practices and policies
- Ensure that all support requests are resolved within established service level agreements (SLAs)
- Experience in the set-up, configuration, and use of computer hardware, software, and networks
- Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
- Self-motivated and willing to learn, as well as continually find the solution
- Demonstrated written communication skills to create helpful support logs and documentation
- Have a positive attitude, empathy, and high energy
- Ability to take the initiative and adapt.
Education, Training, and Experience:
- Associate’s degree preferred. Relevant and significant industry experience may provide a substitute for the education requirement.
- Minimum of 5 years of experience in a technical support role, with experience in a Tier 1/2 support role preferred.
- Ticketing system used in the CFSB environment is FreshService / FreshDesk; having experience in this system is a plus.
- Certifications in the following:
- Microsoft 365/Azure
- Microsoft Certificates
- Cisco Certified Network Associate (CCNA)
- CompTia Network Security
Salary: $75,000-$90,000
"Base salary range does not include performance-based bonus and/or other benefits, where applicable. Actual base salary offer will vary based on skills and experience."
About Community Federal Savings Bank (CFSB)
Community Federal Savings Bank (CFSB) is a federally chartered bank founded in 2001 and headquartered in New York City. CFSB has focused on providing superior service and added value to clients though a solid understanding of relationship banking. We offer a full range of services, including loans, bill payments, card services, internet banking, and merchant processing.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
Salary : $75,000 - $90,000