IT Help Desk Support I

• Serve as the first point of contact for West Gate Bank employees seeking technical assistance over phone, support ticket, or email.
• Perform remote and in person troubleshooting to diagnose and resolve hardware and/or software issues.
• Create step-by-step training material with screen shots for client and internal documentation.
• Help monitor and maintain system security and implement security procedure as appropriate.
• Provide technical guidance to staff and investigate problems resulting from unusual causes or errors in program data.
• Communicate all applications problems upward; communicate to bank personnel all applications updates and procedure changes.
• Monitor the Bank’s applications programs for proper use, potential efficiencies and improved customer service.
• Perform user account provisioning, deactivation, and modifications in active directory and identity systems.
• Support password resets, mfa enrollment, and role-based access controls.
• Identify and report suspicious activity, phishing attempts, or potential security incidents.
• Deploy, configure, and maintain end-user devices using endpoint management tools (e.g., Intune, NinjaOne).
• Assist with patching, updates, and asset inventory tracking.
• Other duties may be assigned.

Job Specifications

Work Direction: This position reports to the Senior Systems Engineer.

Accountability: This position has access to and knowledge of personally identifiable information and highly confidential/proprietary financial data of customers and staff. The utmost discretion and confidentiality must be exercised with all data.

Work Relationship: Daily contact and continuous contact with technology vendors and bank employees via the phone, in-person, electronically, and written communication. Must be able to communicate in a clear, concise, and pleasant manner.

Do you have experience in Video conferences (communication methods)?, Do you have a Associate’s degree?, * Associate’s degree in computer science, BA in Information Technology or similar relevant field preferred., * Minimum 2 years’ experience working in the Information Technology services industry is preferred.

• Microsoft Server operating systems administration experience.
• Microsoft Office 365, SharePoint, and Teams systems administration experience.
• PowerShell scripting is preferred but not required.
• Jack Henry Silverlake experience preferred but not required.
• Cisco network, switching, and routing experience preferred but not required.
• Zoom Phone and Call Center experience preferred but not required.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills., * Information Technology Services: 2 years (Required)

Pulled from the full job description

• Referral program
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, Hours of Work: Full time. Typical hours are 8:00 a.m. to 5:00 p.m. Monday through Friday with occasional exceptions. Approximately once per month, this position will transition to a four-day, 10-hour schedule (7:00 a.m. to 5:30 p.m., Monday through Thursday). During that rotation, the employee will be on call for the preceding weekend., * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance