Helpdesk Technician

MAJOR FUNCTION:

The Helpdesk Technician will support the IT Department with helpdesk tickets, routine maintenance tasks and assigned projects. Provide user support and service on computer applications and hardware. Assist with hardware support of bank equipment. Troubleshoot problems, determine and document resolutions and advise on the appropriate action. Research, write and maintain IT documentation and related departmental procedures. Provide assistance, as needed, with network and systems administration and support.

RESPONSIBILITES:

1. Respond to requests for technical assistance in person, via phone and electronically

2. Ensure and foster a customer centric positive attitude.

3. Provide installation, configuration, troubleshooting, maintenance and support of desktops, software, printers and other peripheral devices.

4. Diagnose and resolve technical hardware and software issues.

5. Assist with installation, configuration, troubleshooting, maintenance and support of network hardware, software and systems.

6. Document all work and resolutions.

7. Assess and recommend system changes for enterprise wide services and applications.

8. Collaborate with IT staff for problem management of complex technical support issues.

9. Research questions, resolutions to problems and other issues.

10. Act as a technician for help desk requests and adhere to standard help desk procedures.

11. Redirect problems to appropriate resources.

12. Identify and escalate situations requiring urgent attention.

13. Track and route problems and requests.

14. Prepare any required reports

15. Stay current with system information, changes and updates.

16. Staff is required to be flexible with their weekly hours due to workflow and other unique situations that may arise.

17. Complete all initial and annual training requirements as outlined by ASBT.

18. Perform all other duties as required, consistent with the goals, objectives and responsibilities of the Information Technology function.

Requirements

QUALIFICATIONS:

1. An Associate degree in Computer Science or related field and/or 1+ years of current and progressive experience.

2. Working knowledge or 2 years of related experience through education and training of fundamental operations of relevant software, hardware and network systems; including latest versions of Microsoft Office and Windows.

3. Knowledge and experience of customer service practices.

4. Excellent interpersonal, verbal and written communication skills.

SPECIAL REQUIREMENTS:

1. Confidentiality and tactfulness in dealing with bank and customer information is mandatory.

2. Ability to conduct relationships with co-workers, customers, the community and the overall public in a manner which will enhance the bank's image and comprehensive marketing effort.

3. Will be called upon from time to time to participate with community organizations and projects.

4. Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), GLBA and Office of Foreign Assets Control (OFAC) to name a few.

1. Ability to remotely and locally diagnose system issues.
2. Ability to multi-task, handling ongoing projects and support issues.
3. Experience with enterprise-wide banking systems a plus.
4. Experience with Microsoft 365 and Hosted Exchange a plus.
5. Experience with Microsoft Windows Server a plus.
6. Strong written, verbal and interpersonal skills.
7. Ability to independently research and learn new technologies.
8. Ability to work in a team environment and assist in project planning and implementation.

EXPERIENCE AND OTHER REQUIRMENTS:

1. Proven ability to work effectively across all levels of the organization and develop positive working relationships.
2. A positive attitude and aptitude for embracing change and applying technology solutions to solve business problems.
3. A mindfulness and ability to work with others to earn their trust and acceptance of new technologies and change.
4. Demonstrated conceptual thinking and analytical skills to effectively provide problem solving capabilities to operating problems.
5. Must be highly organized and capable of handling multiple tasks concurrently, are able to redirect priorities based upon current workload (Able to respond quickly in a demanding environment).
6. Must be able to perform all functions independently with supervision, minimal or otherwise, in a reasonable amount of time.
7. Stays current with emerging technology trends.

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 sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is required to stand and walk. Specific vision abilities required by this job include close vision and ability to adjust focus. Some research may be involved which would require the employee to be mobile to access copy machines and various files located throughout the bank.

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