Desktop Support Technician

First point of contact for end users in a physical Windows pc environment. Troubleshooting and resolving computer hardware, software, and printer problems reported to the helpdesk.

Organizational Duties and Responsibilities:

Supports the mission, vision, and philosophy of the Bank. Complies willingly with all organizational policies and procedures.

Supports all functions that maintain compliance with regulatory agencies.

Essential Duties and Responsibilities:

Provide Tier 1 troubleshooting of computer hardware/software/ printer problems

Basic Network troubleshooting

Setup/ Relocate equipment for new/ transferring employees

Assist in hardware/software implementation/ deployment activities

Provide user account administration

Provide support for user’s mobile devices with MDM

IT project participation

Gather required information for requests to be escalated to T2 or advanced teams

Other Functions:

Utilize helpdesk tracking software

Assist with creating & maintaining procedures for the team

Education: High School or GED Equivalent

Experience:

1-2 years of experience in a helpdesk support environment or educational equivalent

Strong working knowledge of Microsoft Windows OS and Microsoft Office 365 applications, including Outlook in an Exchange M365 environment

Specific Skills:

Ability to troubleshoot and resolve hardware and software problems

Ability to communicate technical material in “user friendly” manner

Detail oriented

Self-motivated, dependable, timely

Demonstrate initiative

Practice active learning skills

Ability to prioritize tasks and multi-task various work activities

Ability to work flexible schedules

Ability to combine pieces of information and form relationships or conclusions about unrelated material

Use critical thinking skills to identify strengths and weaknesses of various solutions

Capability to communicate and collaborate with all levels of management and employees

Demonstrate active listening skills

Professional appearance and demeanor

Licenses: Driver’s License Required

Physical requirements:

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primarily sedentary work performed in an office environment

Ability to sit for extended periods of time while working at a computer

Frequent use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment

Ability to speak clearly and hear well enough to communicate with clients, team members, and vendors via phone, video, and in person

Visual acuity sufficient to read computer screens, printed documents, and financial data

Occasional standing, walking, bending, or reaching

Ability to lift and carry up to 10-15 pounds occasionally (e.g., files, office supplies)

Place of Work