Help Desk Specialist-IT

Position Summary: Under general direction, responsible for providing extraordinary Help Desk and related technical support functions in support of internal and external customers. Proactively, and professionally, installs, configures, and maintains the organization’s Laptops, printers, telephones, mobile devices, and computers. Assists with managing the performance and security of servers, personal computers, and network-related equipment.

Essential Functions:

• Provides Tier 1 technical support as part of the Old Point Help Desk (Solution Center), answers phone, accepts web-based tickets and resolves user problems, redirect calls as appropriate, log calls, and tracks resolution, with focus on providing extraordinary service and support.
• Assists in hardware repairs, modifications, and upgrades.
• Acquires/maintains technical certifications and skills outlined in the Information Technology Training Plan.
• Installs configure, deploy, and maintain client software.
• Installs configures and maintains the organization’s Laptops, printers, telephones, mobile
  devices, and computers.
• Performs network and system monitoring duties, assists with and maintenance of a variety of network services to include server monitoring, virus protection, and security.
• Coordinates with other Information Technology areas to resolve problems if necessary.
• Accountable for the understanding of and adherence to operational controls, policies, procedures, and processes to ensure compliance with bank policies and related laws and regulations.
• Other related duties as assigned

Position Requirements (Knowledge/Skills/Abilities) 

• Knowledge of desktop computers and related hardware, Microsoft Office applications, as well as troubleshooting and repair techniques.
• Intermediate technical skill in the installation, configuration, and maintenance of Unix and Windows operating systems, server hardware components, advanced data storage solutions, network, and telecommunications issues in a production support environment.
• Intermediate level knowledge of MS Office with the ability to learn other job specific software applications.
• Skill in active listening and effectively delivering information in multiple formats tailored to the intended audience.
• Strong written and oral communication skills and ability to distill and convey information in a compelling manner.
• Skill in adopting technological advancements and facilitating into current and future responsibilities
• Skill in discovering and working to meet underlying needs, following through on questions, requests, complaints.
• Ability to anticipate, monitor, and meet the needs of customers and respond in an appropriate manner.
• Ability to move/transport IT equipment (up to 75lbs).
• Ability to remain proactive when suggesting improvements and solving problems.
• Ability to tackle a problem by using a logical, systematic, sequential approach.
• Ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it
• Ability to evaluate and integrate current technology innovations into ongoing practices.
• The ability to readily modify, respond to, and integrate change with minimal personal resistance
• Ability to anticipate, monitor, and meet the needs of customers (internal and external) and respond in an appropriate manner.

Education/Experience: 

• High School Diploma or GED.
• Minimum of two years of technical computer training.
• CompTIA A certification required.
• Experience working with Windows Active Directory network.
• Working knowledge of Windows and Office 365 background preferred
• Posess a valid Driver's License.
  
  

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel and talk or hear and occasionally required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl.  Specific vision requirements for the job include close vision (at 20 inches or less) and the ability to recognize colors.  

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is typically indoors and in an office setting. The noise level within the work environment is typically moderate.  

The specific statements shown in each section of this position description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.