Help Desk Specialist

Description

Role

Provides first line and single point-of-contact technical support to employees on a variety of issues over the phone, e-mail, or on-site. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, peripherals, telephony, and network connectivity.

Major Duties and Responsibilities

1. 30% Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices. Ensure network connectivity of all workstations and administers all equipment, hardware and software upgrades.

2. 15% Manage security solutions, including firewall, anti-virus, and intrusion detection systems.

3. 15% Manage servers, including e-mail, print, and backup servers and their associated operating systems and software.

4. 10% Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.

5. 10% Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

6. 10% Performs server and security audits as well as system backups and recovery.

7. 10% Administer and maintain end user accounts, permissions, and access rights.

8. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

Qualifications

Knowledge & Skills

Experience

Demonstrated technical competence with PC hardware and accessories

Education/Certifications/Licenses

Proficiency to multi-task several items at once

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform complex mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.