Help Desk Specialist - Tier I

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and we are located in Northern CT and West Hartford, CT. We are a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization!

• Answer and evaluates incoming IT Help Desk telephone, voice mail and e-mail requests for assistance from users experiencing problems with computer hardware, software and other technologies. Provides telephone support.
• Logs all incoming help desk problems using IT Tracking Software.
• Successfully manage assigned ticket to closure by following up with end users to provide status updates as per SLA’s to ensure a positive customer experience
• Identifies problems, researches, isolates, resolves and follows up on user issues and problems. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Direct unresolved issues to the next level of support personnel as needed.
• Responsible for the installation/update of new hardware and software.
• Assists in maintaining the bank’s hardware and software inventory
• Participate in special projects as assigned by Management
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Weekend and after hours on-call support: handle and respond to all critical/high priority re-routed calls to technician's phone. The on-call week runs from Sunday- Saturday.
• Perform related duties as may be required
• Completes all yearly compliance training and testing and complies with bank, federal, and state regulations. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service standards.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Computer Skills:

• Experience supporting Microsoft applications such as:
  • Windows Desktop Operating System – 10
  • Windows 2012 / 2016 /2019 Server
  • Active Directory
  • Office Suite – both Office 365 and Office 2019
• PC Imaging Technology
• Desktop / Laptops
• HP basic printer diagnostic & repair knowledge
• Some knowledge of VDI preferred
• Experience with a ticketing system
• Experience with end user provisioning preferred
• Experience with desktop provisioning preferred

• Ability to present ideas in non-technical speak
• Excellent customer service
• Solid written and verbal communication skills
• Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors.
• Demonstrated ability to work independently; self-motivated and goal oriented and able to work with little to no direction
• Excellent time management, issue management, and project management skills

While performing the duties of this job, the associate is regularly required to sit; use hands to keyboard; and to hear or talk. The associate is frequently required to stand, walk, bend, reach, grasp, and pull. The associate is occasionally required to lift, carry, kneel, crouch, and drive. Associate must have ability to focus on computer screen for long periods, ability to read detailed printouts.