Helpdesk Support Specialist

2 weeks ago


Williston, North Dakota, United States American State Bank and Trust Company Full time
Job Summary

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
  1. Respond to technical assistance requests in a timely and professional manner.
  2. Provide installation, configuration, troubleshooting, maintenance, and support of desktops, software, printers, and other peripheral devices.
  3. Diagnose and resolve technical hardware and software issues.
  4. Assist with installation, configuration, troubleshooting, maintenance, and support of network hardware, software, and systems.
  5. Document all work and resolutions.
  6. Assess and recommend system changes for enterprise-wide services and applications.
  7. Collaborate with IT staff for problem management of complex technical support issues.
  8. Research questions, resolutions to problems, and other issues.
  9. Act as a technician for help desk requests and adhere to standard help desk procedures.
  10. Redirect problems to appropriate resources.
  11. Identify and escalate situations requiring urgent attention.
  12. Track and route problems and requests.
  13. Prepare any required reports.
  14. Stay current with system information, changes, and updates.
Requirements
  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.
  5. Ability to remotely and locally diagnose system issues.
  6. Ability to multi-task, handling ongoing projects and support issues.
  7. Experience with enterprise-wide banking systems a plus.
  8. Experience with Microsoft 365 and Hosted Exchange a plus.
  9. Experience with Microsoft Windows Server a plus.
  10. Strong written, verbal, and interpersonal skills.
  11. Ability to independently research and learn new technologies.
  12. Ability to work in a team environment and assist in project planning and implementation.


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