Help Desk Support I

1 month ago

Marion, United States Farmers State Bank Full time
POSITION SUMMARY: The Tier 1 Help Desk Technician is primarily responsible for being the first point of contact for all IT-related queries via phone calls and support tickets. The role involves PC imaging, deployment of new PCs, and providing immediate assistance and guidance to end users.

PRIMARY ACCOUNTABILITIES AND RESPONSIBILITIES:

ACCOUNTABILITY 1: Serves as the first point of contact for users seeking technical assistance over the phone or through support tickets. Ensures a high level of customer service and satisfaction.

ACCOUNTABILITY 2: Performs PC imaging and prepares systems for deployment. Assists in the deployment of new PCs and provides initial setup support to end users.

ACCOUNTABILITY 3: Troubleshoots basic technical issues and escalates complex problems to the appropriate support teams. Keeps a record of issues and solutions to build a knowledge base for future reference.

ACCOUNTABILITY 4: Manages user accounts and access controls. Provides assistance with password resets, account creations, and permission settings.

ACCOUNTABILITY 5: Installs, modifies, and repairs computer hardware and software. Runs diagnostic programs to resolve problems.

ACCOUNTABILITY 6: Follows up with customers to ensure that their IT needs have been met and that they are satisfied with the service.

SECONDARY DUTIES AND RESPONSIBILITIES:
  • Provides basic training and guidance to new users on system functionalities.
  • Assists in maintaining IT inventory and tracking of hardware and software assets.
  • Participates in IT projects as required and performs additional tasks as assigned.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
  • High school diploma or equivalent; technical degree or certifications preferred.
  • CompTIA A+ certification or similar credentials highly desirable.
  • Experience in a help desk or customer service role preferred.
  • Familiarity with PC imaging software and processes.
  • Basic understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication skills, both verbal and written.
  • Strong customer service orientation and problem-solving skills.
  • Ability to work well in a team and adapt to a fast-paced environment.
  • Commitment to continuous learning and improvement in IT support.

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