What are the responsibilities and job description for the IT Help Desk Technician position at FIRSTBANK SOUTHWEST?
Job Details
Job Summary: The IT Help Desk Technician will provide first-line support to end users on a variety of issues. They will identify, research, and resolve technical problems through a ticketing system and phone calls.
Education/Experience: A minimum of the following education/experience is required:
- A high school diploma/GED along with an associate’s degree or some college; OR
- 3-5 years of experience in the filed or in a related area of IT preferred
Job Specific Responsibilities:
- Provides direct technical support and assistance for users.
- Performs research, troubleshooting, and problem resolution.
- Performs user setups and terminations.
- Provides support video, chat, and telephony systems.
- Tracking, routing, and redirecting support requests to correct resources.
- Properly document and escalate unresolved queries to the next level of support.
- Rotating on-call shift requires some after hours and weekend support at least once a month.
- Support accomplished remotely, but travel to branches may be required.
Required Technical Knowledge:
- Technical computer skills, and A certification preferred.
- Basic networking knowledge.
Expectations of an Employee:
- Treats all customers and fellow employees with respect
- Exceeds customer expectations
- Meets customer needs
- Conducts interactions with honest, ethical, and strong moral principles
- Performs at the highest level
- Takes responsibility for actions
- Does what is expected
- Leads by example
- Works as a team
- Efficiently shares information in a collaborating and proactive manner
- Pays attention to detail
- Solves problems
- Makes sound decisions
- Manages time effectively
- Prioritizes effectively
- Performs multiple tasks simultaneously
- Shows up for work and is on time
- Complies with all laws and regulations
- Completes all required training
- Adheres to Bank Values
Supervisory Responsibilities: None
Amount of Travel: Up to 5%
Physical Requirements:
- May need to sit/stand for long periods of time
- Sustained visual concentration while working at the computer
- Typing on a keyboard for long periods of time
- Handle high stress environment
- Maintain professional appearance
Benefits Include:
- Medical, Rx, Dental, and Vision insurance
- HSA, FSA, and Limited FSA
- Employer paid and voluntary Life Insurance/AD&D
- Short-Term Disability
- Long-Term Disability
- Accident/Hospital Indemnity/Critical Illness voluntary plans
- Identify Theft Protection
- 401k with employer match
- Vacation, Sick Leave, and Holiday pay
- Tuition Reimbursement
- Gym membership discounts
- Annual payrate increases
- Incentive based bonuses
It is the policy of FirstBank Southwest to provide equal opportunity employment (EOE) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, FirstBank Southwest will provide reasonable accommodations for qualified individuals with disabilities. FirstBank Southwest is an affirmative action employer.
