What are the responsibilities and job description for the IT Service Desk Technician I position at Kitsap Bank?

Job Description

Join the Kitsap Bank Family an IT Service Desk Technician I

Kitsap Bank is an independently owned, local bank whose roots trace all the way back to 1908. We are focused on the long-term, and being responsible stewards of the resources entrusted to us by our customers, our communities, and the environment. As a local, woman and family-owned company, our culture is like a big family, and we recognize our responsibility in supporting others—giving back both time and money into the causes that enrich our communities. Kitsap Bank has been recognized numerous times by the Puget Sound Business Journal and its employees as one of Washington's Best Workplaces.

This position may be eligible for an annual bonus depending on business factors and if the employee meets eligibility criteria.

The IT Service Desk is the Bank’s central point of contact for technology assistance and system security. The IT Service Desk Technician I provides first tier technical support, creates and updates user security privileges, and vigilantly protects Bank’s systems and data from security risks. Must be eager to learn, have excellent multi-tasking skills, and be able to handle a high volume of work with accuracy and efficiency in a busy team environment. Provides excellent customer service and represents Kitsap Bank in a courteous, professional manner.

Essential Functions :

Identifies potential security issues and takes immediate action to mitigate risk to bank systems.
Answers calls and monitors IT Service Desk email to create and update ITSM Tracking tickets with accurate and pertinent information and resolutions for the reported issues.
Quickly evaluate caller’s level of comfort with technology and ask thoughtful, appropriate questions to determine the nature or cause of the issue being reported.
Assigns, maintains and closes work orders using ITSM Tracking System to log and track status of reported issues, purchase requests, and hardware / software audits.
Provides first tier internal technical support. This includes but is not limited to password resets, troubleshooting issues with bank hardware and software, email maintenance, and network connectivity.
Identifies issues that require elevated IT support, collects required data, assigns tickets accurately, and with the appropriate urgency.
Performs ad hoc setup, maintenance and documentation of internal staff security profiles for bank systems and software with appropriate approvals.
Reviews security requests completed by other IT Service Desk Technicians.
Follows, and suggests updates if needed, for the documentation in the Procedures Manual.

Additional Responsibilities :

Attends all available and applicable training for any bank systems which are supported by the IT Service Desk.

Works with IT to assist with testing, documentation and rollout of new upgrades, system maintenance and procedures.

Performs other duties as assigned.

Required Education, Experience, and Skills :

High school diploma or GED required.

Requires a minimum of three years of work experience to include customer service, troubleshooting and problem resolution. Equivalent combinations of education and experience may be considered.

Strong computer skills and knowledge, with experience using Microsoft Office products, internet browsers, e-mail programs and general internet features.

Ability to create and maintain complex Excel spreadsheets and work with Adobe Acrobat and other software applications as needed.

Must have outstanding time management and task prioritization skills.

Demonstrates experience in technical issue resolution.

Excellent written and verbal communication skills.

Ability to communicate well, on the phone and in person, demonstrating courtesy, tact and patience.

Must be a team player with a positive attitude.

Excellent customer service skills.

Ability to operate standard bank / office equipment such as a copy machine, telephone, fax machine, and ten-key calculator.

Physical / Mental Requirements :

Position frequently involves hearing, speaking, typing, standing, walking and repetitive motions of hands / wrists.

Requires use of close and distance vision.

Ability to read, write, speak and understand English and effectively communicate with Bank employees.

Travel is occasionally required to client’s places of business and to attend community events.

Ability to discern information and formulate appropriate action.

Ability to lift up to 30 pounds.

Benefits Provided :

Medical

Dental

Vision

Flexible Spending Accounts and Health Spending Accounts

Lifestyle Spending Accounts

Health Reimbursement Accounts

Employee Assistance Program

Company Sponsored Life / AD&D and Long Term Disability

Voluntary Plans (Accident, Hospital Indemnity, Critical Illness, Short-Term Disability, Cancer Riders, and Life / AD&D Insurance)

Pet Insurance

Retirement :

401k (match 4%) and Profit Sharing

Time Off :

10 Vacation Days (prorated for first year)

2 Personal Days

1 Volunteer Time Off Day

11 Holidays

1 Sick Day per Month

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