What are the responsibilities and job description for the Computer Support Specialist - Help Desk Specialist position at Washington Trust?
The Washington Trust Company is seeking a Computer Support Specialist to ensure a high level of customer service by providing direct technical support to all end users and escalating issues as required. This position will be required to provide on-call support as dictated by the helpdesk hours. The Computer Support Specialist will actively contribute to project deliverables and understand business priorities.
This position supports a hybrid on-site/remote work schedule.
Responsibilities:
Identify, diagnose and resolve hardware, software, and network problems.
Configure and install Windows operating systems and application software.
Use ticketing system to log requests and problems. Ticket management, problem resolution, root-cause identification and remediation.
Provide timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.
Work with hardware and software vendors to resolve technical issues; research, test and implement solutions.
Identify patterns of failure, research Issues and implement solutions; communicate with manager regarding unresolved problems.
Travel to any location as needed.
Meet all compliance requirements (i.e. SOX, FDIC and audit).
Requirements:
2 years of experience in a busy help desk environment (preferably banking).
Associate degree in Technology or appropriate experience preferred.
Working knowledge and background in Windows PC and Server OS
Printer troubleshooting and network configuration.
Strong customer service skills.
Strong communication skills and the ability to interact with end users.
Proficient troubleshooting and problem-solving ability.
Flexibility to travel to various office and branch locations as required.
Expected Hours of Work:
Monday - Friday 8:00am-5:00pm
This position will participate in a rotating on-call schedule as required.
