What are the responsibilities and job description for the Help Desk Technician position at Progressive Bank?
SUMMARY:
Perform a variety of computer operations using documented procedures. Monitor operations and make procedural and/or operational corrections as necessary. Provide telephone and remote support to staff on supported applications with occasional assistance offered with limited customer engagements related to IT solutions. Perform problem source identification, document problems and provide advice to users on appropriate actions. Escalate problems as appropriate. Provide support for the company Intranet which includes document management and internal site maintenance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Use documented procedures to operate/monitor mid-range computers, peripheral equipment, multiple servers the applications/databases housed on them
- Process daily incoming/outgoing cash letters, ACH files, etc.
- Perform backup procedures
- Perform multiple scheduled account statement generation processes on a monthly basis
- Perform required quarterly processes for reporting needs
- Monitor multiple console/servers displays for warnings, errors, or abnormal conditions
- Make procedural and/or operational corrections as necessary
- Adhere to policies, audit controls and procedures
- Contact appropriate staff to resolve errors
- Maintain confidentiality regarding the information being processed, stored or accessed
- Answer staff questions on supported applications
- Troubleshoot computer, network and application problems.
- Determine source of computer problems (hardware, software, user security access, etc.)
- Communicate technical guidance and information to users based on solutions database and/or technical research
- Serve as liaison between staff and the technology department to resolve issues
- Document technical problems, symptoms, and resolutions thoroughly for future reference
- Make requested/approved updates to the company Intranet
- Develop “fillable” Adobe forms for posting on the company Intranet
- Assist with nightly operations on a regular basis
- Assist with core system enhancement/upgrades as necessary
- Update documented procedures and checklist as processes change
Work Hours:
- Monday – Friday 7:30 a.m. to 4:30 p.m. occasional overtime as needed
- Remote On-Call rotation every third week for night processing related tasks between
6:00 p.m. – 9:00 p.m. (On-Call per diem during on-call rotation)
Knowledge, Skills and Abilities:
- Basic reading, writing, and arithmetic skills required
- Ability to follow documented procedures
- Ability to document tracking of problem incidents
- Ability to learn and support new systems and applications
- Ability to manage time and prioritize multiple tasks simultaneously
- Communications skills (written, oral, and interpersonal)
- Working knowledge of general PC operation and hardware maintenance
- Appropriate use of effective and professional phone and email etiquette
- Persistence and determination to take ownership of problems and get to the root cause
- Working knowledge to Microsoft Office (Word, Excel), WordPress, and Adobe Acrobat products/functionalities
- Ability to detect, make decisions, and resolve the nature of computer hardware and systems software problems, and communicate technical guidance and information to users
- General understanding of technological risk and ability to execute appropriate tasks to mitigate potential losses of data and/or hardware
- Ability to travel between various locations of the Bank
- Ability to travel for work related training as deemed necessary
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- High School Diploma with a minimum of 2 years’ Computer experience required.
- Associate or bachelor’s degree in business or related field preferred
SUPERVISORY RESPONSIBILITIES: None
SUPERVISION RECEIVED: Works under direct supervision of IS Operations Manager
SPECIAL REQUIREMENTS: None
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel objects, tools, or controls; and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms.
- The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The noise level in the work environment is usually moderate.
The duties outlined above are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Basic Qualifications:
- High School Diploma (Associate or Bachelor's degree in Business or related field preferred)
- Minimum of 2 years’ Computer experience
