Help Desk Specialist - Night Shift (3:30p-11:30p)

POSITION SUMMARY
The Help Desk Specialist provides first- and second-tier support to employees by responding, researching, and resolving incoming support issues and questions for computers and other related equipment in a timely manner.

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JOB REQUIREMENTS*

• High school diploma or equivalent required
• Associate’s degree in computer science preferred
• One year of experience with IT Customer Support via phone, email, or in person with verified troubleshooting and problem-solving skills preferred

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COMPETENCIES*
The following skills are vital to succeed in this role:

• Be able to work both independently and with others
• Possess and regularly display strong verbal and written communication skills
• Be able to effectively listen and ask questions in order to properly diagnose and resolve issues
• Possess patience to repeatedly instruct users on steps to solve computer problems
• Possess and regularly display organizational skills
• Regularly provide exceptional customer service skills
• Possess and regularly display telephone confidence and professional etiquette
• Effectively resolve problems and properly manage time and tasks
• Possess and regularly display detail orientation
• Maintain a basic understanding of common IT applications and common hardware knowledge
• Maintain an intermediate user knowledge of Windows-based applications and OS, including Office, Outlook, Adobe, and W10/W11
• Maintain a basic knowledge of printer troubleshooting and maintenance, including laser, desktop and network
• Maintain a basic understanding of MS Exchange client and user rights management such as password changes and Active Directory integration
• Maintain a basic understanding of LAN/WAN network protocols and equipment
• Be able to proficiently create or update system support documentation
• Maintain a basic understanding of applications such as Adobe Reader and Oracle client

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DUTIES AND RESPONSIBILITIES*
The following tasks are the expected functions of this role:

• Proficiently provide first- and second-tier support to various users with issues related to computers and other equipment via telephone, email, or in-person. Such issues may include password resets, user administration, printer support, application support, and network connectivity troubleshooting
• Effectively respond, research, and resolve these incoming support issues and questions in a timely manner displaying organization, professionalism, competence, and a friendly attitude
• Install, evaluate, maintain, and resolve issues relating to computer hardware, including personal computers, printers, and computer-related communication equipment
• Install, configure, and troubleshoot software applications
• Answer incoming telephone calls with professionalism
• Monitor and manage Help Desk tickets and voicemails appropriately
• Interpret and evaluate problems reported to the help desk regarding various hardware, software, and core business systems and provide immediate information and solutions whenever possible
• Escalate complex problems as appropriate to senior level technical support personnel using defined escalation procedures and act as a liaison between users and escalation teams
• Log all user contact and issues from initial contact to resolution in a problem tracking system to be utilized as a knowledge base for problem documentation and reporting
• Travel to branches to resolve issues and install equipment when necessary
• Keep informed and current with all procedures for systems and equipment and ensure that documentation is up-to-date and accurate
• Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed and notify management of suggested changes
• Assist in resolving technical equipment problems when necessary
• Assist other IT personnel as requested
• Provide support with daily computer operations
• Be able to follow, process and complete the processing of the daily run sheet processing tasks on a set schedule
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time