Bank IT Help Desk Specialist

The IT Help Desk Technician serves as the first line of technical support for SouthWest Bank staff by providing prompt, courteous, and effective assistance for IT-related issues. This role is responsible for troubleshooting hardware, software, and network problems, maintaining accurate support records, and ensuring minimal disruptions to daily banking operations. The technician will work collaboratively with internal teams and external vendors, while also contributing to IT projects, documentation, and user education., * Technical Support: Provide frontline IT support for hardware, software, printers, phones, mobile devices, banking systems, and network issues for both local and remote users.

• Issue Resolution: Troubleshoot and resolve technical problems efficiently; escalate complex issues to higher-tier IT staff or vendors as needed.
• User Training: Assist users in learning and navigating IT tools; create basic training documents or user-friendly guides.
• System Maintenance: Perform routine IT maintenance tasks such as software updates, patching, system reboots, and antivirus checks.
• Hardware & Software Procurement: Assist in acquiring, setting up, and configuring new computers, peripherals, and software for employees.
• Ticket Management: Log, prioritize, and manage incoming support requests using the designated IT ticketing system; track and follow up on open items.
• Communication: Translate complex technical information into understandable language for end-users; provide clear and timely updates on issue resolution.
• Collaboration: Work with internal IT teams and external vendors to coordinate upgrades, troubleshoot shared issues, and implement system enhancements.
• Documentation: Maintain up-to-date records of IT support tickets, system configurations, processes, and resolutions to build a reliable knowledge base.
• Special Projects: Participate in IT projects including software rollouts, system migrations, and infrastructure improvements.
• Other Duties as Assigned: Support departmental or company-wide technology initiatives and tasks as requested.

• High School Diploma or equivalent required; Associate degree or certifications in IT-related fields (e.g., CompTIA A+, Network+) preferred.
• 1-2 years of experience in IT help desk or technical support role preferred.
• Strong understanding of Microsoft Windows, Office 365, remote support tools, and networking fundamentals.
• Experience with ticketing systems and basic documentation practices.
• Banking or financial industry experience a plus.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Occasional travel between bank locations may be required.
• Must be able to bend, crouch, and crawl when installing or troubleshooting hardware.
• Manual dexterity to operate tools, computers, and standard office equipment.