What are the responsibilities and job description for the Help Desk Specialist I position at Farmers Bank & Trust?
GENERAL DESCRIPTION OF POSITION
The Help Desk Specialist I is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Monitor and triage incoming support requests via phone or ticketing system.
2. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
3. Provide Tier 1 support for IT and Banking Systems by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
4. Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
5. Ensure problem and solution documentation, creating and managing content for support knowledgebase.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc.
EXPERIENCE GENERAL
2 years related experience and/or training.
The Help Desk Specialist I is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Monitor and triage incoming support requests via phone or ticketing system.
2. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
3. Provide Tier 1 support for IT and Banking Systems by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
4. Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
5. Ensure problem and solution documentation, creating and managing content for support knowledgebase.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc.
EXPERIENCE GENERAL
2 years related experience and/or training.
