Helpdesk Support Specialist
2 weeks ago
We are seeking a highly skilled and motivated Helpdesk Technician to join our IT Department at American State Bank and Trust Company. As a Helpdesk Technician, you will be responsible for providing technical support and assistance to our employees and customers, ensuring that our technology systems are running smoothly and efficiently.
Key Responsibilities- Respond to technical assistance requests in a timely and professional manner.
- Provide installation, configuration, troubleshooting, maintenance, and support of desktops, software, printers, and other peripheral devices.
- Diagnose and resolve technical hardware and software issues.
- Assist with installation, configuration, troubleshooting, maintenance, and support of network hardware, software, and systems.
- Document all work and resolutions.
- Assess and recommend system changes for enterprise-wide services and applications.
- Collaborate with IT staff for problem management of complex technical support issues.
- Research questions, resolutions to problems, and other issues.
- Act as a technician for help desk requests and adhere to standard help desk procedures.
- Redirect problems to appropriate resources.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests.
- Prepare any required reports.
- Stay current with system information, changes, and updates.
- An Associate degree in Computer Science or related field and/or 1+ years of current and progressive experience.
- 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.
- Knowledge and experience of customer service practices.
- Excellent interpersonal, verbal, and written communication skills.
- Confidentiality and tactfulness in dealing with bank and customer information is mandatory.
- 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.
- Will be called upon from time to time to participate with community organizations and projects.
- Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), GLBA, and Office of Foreign Assets Control (OFAC) to name a few.
- Ability to remotely and locally diagnose system issues.
- Ability to multi-task, handling ongoing projects and support issues.
- Experience with enterprise-wide banking systems a plus.
- Experience with Microsoft 365 and Hosted Exchange a plus.
- Experience with Microsoft Windows Server a plus.
- Strong written, verbal, and interpersonal skills.
- Ability to independently research and learn new technologies.
- Ability to work in a team environment and assist in project planning and implementation.
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