Bank IT Help Desk Specialist - ON SITE

Bank IT Help Desk Specialist

A Bank IT Help Desk Specialist position is a crucial role within our technology support team. The primary responsibility of individuals in this role is to provide technical assistance and support to bank employees and consult with vendors to solve complex issues.

Job Responsibilities:

• Technical Support: Provide frontline technical support and troubleshooting assistance to bank employees who encounter hardware, software, or network issues. This may include resolving problems related to computers, phones, printers, mobile devices, email, and various banking applications with local and remote users.

• Issue Resolution: Diagnose and resolve IT problems promptly and effectively, ensuring minimal disruption to banking operations. Escalate complex issues to higher-level support or relevant teams when necessary.

• User Training: Assist bank staff in using technology tools and software effectively by providing training and guidance. Create user-friendly documentation or resources to aid in problem-solving and self-help.

• System Maintenance: Perform routine maintenance tasks, such as software updates, patching, and system reboots, to ensure the bank's IT infrastructure remains secure and up-to-date.

• Hardware and Software Procurement: Assist in the procurement and setup of new hardware and software for bank employees. Ensure proper configuration and compatibility.

• Ticket Management: Work in our ticketing system to track and prioritize incoming IT support requests. Monitor the progress of open tickets and follow up with users to ensure issues are resolved satisfactorily.

• Communication: Effectively communicate technical information to non-technical staff, both verbally and in writing, to facilitate understanding and resolution of IT issues.

• Collaboration: Collaborate with other IT teams and vendors to address more complex technical challenges and coordinate the implementation of system upgrades or changes.

• Documentation: Maintain accurate records of support requests, resolutions, and system configurations. Update knowledge bases and documentation to ensure a comprehensive resource for future reference.

• Other Duties as Assigned: Perform additional tasks and responsibilities as assigned by IT management or superiors, which may include ad-hoc projects or tasks outside the typical scope of the role.

• Supports and Contributes to Special IT Projects: Actively participate in special IT projects, such as system migrations, upgrades, or implementations, by providing technical expertise and support as required.

Qualifications & Requirements:

• High School Diploma or equivalent required.

• Prior experience in IT help desk or technical support preferred.

• Strong troubleshooting skills and ability to resolve technical issues efficiently.

• Excellent communication and customer service skills.

• Ability to work independently and collaboratively within a team environment.