IT Helpdesk Specialist

Summary:

The IT Helpdesk Specialist will deliver comprehensive technical assistance to end-users across the organization. This role involves diagnosing and resolving hardware and software issues, configuring and maintaining virtual desktop environments, and ensuring end-user computing systems' security, performance, and reliability. The specialist will also provide proactive support, user training, and technical guidance to enhance overall IT efficiency and user experience.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Technical Support: Troubleshoot and resolve escalated technical issues, including hardware, software, and network-related problems. Conduct system diagnostics to identify root causes and implement effective solutions.
• Customer Service: Engage with end-users to understand and address technical concerns, providing clear communication and timely updates. Ensure high customer satisfaction while mentoring and training Tier 1 technicians to enhance their troubleshooting capabilities.
• System Maintenance: Maintain and update IT documentation and knowledge bases to improve efficiency. Assist in deploying, configuring, and optimizing new systems and software while proactively monitoring performance and recommending enhancements.
• Collaboration: Partner with cross-functional IT teams to resolve complex technical challenges. Actively participate in team meetings, contribute to process improvements, and escalate unresolved issues to Tier 3 support or specialized teams as needed.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Design - Generates creative solutions; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Maintains confidentiality.

Oral Communication - Listens and gets clarification; Responds well to questions.

Written Communication - Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.

Cost Consciousness - Conserves organizational resources.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness.

Quantity - Completes work in timely manner; Works quickly.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions, Uses equipment and materials properly.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals, Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed.

Innovation - Generates suggestions for improving work.

Qualifications

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

Associate's degree (A. A.) or equivalent from two-year college or technical school; or at least six months of related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Windows and Office. Prefer individuals to have knowledge of Exchange, Active Directory; Share Point and Virtual Environments.

Other Qualifications

Must be able to travel to all bank locations using own transportation.

Physical Demands

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 regularly required to use hands and fingers while working with a keyboard and mouse. They must regularly reach with hands and arms and talk or hear. The employee is frequently required to stand, sit, and/or walk. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee will be required to lift and/or move computer equipment up to 20 pounds.

Work Environment

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 noise level in the work environment is usually quiet.