Help Desk Specialist

CONTRACT TO HIRE AFTER 6 MONTHS

Overview

The PC Help Desk Specialist I is the point of contact for technology support issues, representing the PC Help Desk team. This position is responsible for developing and maintaining internal customer relations for support issues & providing a professional and courteous customer experience. This position is a liaison for all departments, leveraging experience and knowledge to provide quick resolution and/or routing for technology requests, computing system problems, and status of systems availability and repair. The PC Help Desk Specialist I manages issues/incidents through the PC Help Desk ticketing system.

Responsibilities and Duties

• Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframe as defined by the current Service Levels Agreements.

• Maintain good customer relations with all UMWSB Employees and Vendors.

• Provide communication to appropriate IT staff for all related support tickets and issues.

• Perform documented laptop/desktop/printer/smartphone support, including configuration of software and/or hardware, troubleshooting of software and/or hardware issues, and support of technology initiatives and projects as necessary.

• Gain the technical competency and proficiency required for answering most common questions submitted to the PC Help Desk.

• Provide support as documented for line-of-business applications, Windows applications, as well as common printing & network issues.

• Assists in creating and maintaining documentation for all PC Help Desk knowledge-based articles, processes, and procedures.

• Assists in the development and maintenance of end user self-help documentation and new hire in person, online and printed training materials.

• Assist with recurring reviews following defined processes to ensure compliance with audits and security.

• Participate in PC Help Desk Team meetings to discuss activities, solutions, and recommendations for improvement.

• Participate in IT Team projects when required.

• Execute On-Call and After-Hours Support duties. Perform other duties as required.

Requirements

• Associate degree in Computer Science or equivalent combination of education and experience.

• Prefer 1 years’ experience working within an IT Help Desk environment; 1 years functional experience in a customer service support role.

• 1 years’ experience with PCs, mobile phones, and software support is preferred.

• Must be able to maintain a positive attitude and exhibit professionalism while handling IT support issues.

• Must be able to work as a member of a team, and work with all employees of the company.

• Requires strong written and verbal communication skills.

• Must be able to communicate at different levels of technical acumen.

• Must have entry-level experience in supporting PC-based applications and the ability to learn line of business applications.

• Basic understanding of LAN/WAN concepts.

• Knowledge of banking products is a plus.

• Must have common knowledge of Windows operating system software, PC configurations & settings.

• Must have knowledge of common smartphones (iPhone, Android).

• Must demonstrate strong organization skills, commitment, and follow-through.

United Midwest Savings Bank (UMWSB)

Job Title: PC Help Desk Specialist I

• Ability to work flexible hours, including overtime and weekends, as workload requires.

• A Certification for PC hardware, or similar certification desired.

Job Types: Full-time, Contract

Pay: $13.00 - $28.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Columbus, OH 43229: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you a Green card or US citizen ?

Education:

• Associate (Preferred)

Experience:

• Helpdesk Environment: 1 year (Preferred)
• PCs, mobile phones, and software support: 1 year (Preferred)
• positive attitude and exhibit professionalism: 1 year (Preferred)
• LAN/WAN concepts: 1 year (Preferred)
• banking products is a plus: 1 year (Preferred)
• Windows operating system software: 1 year (Preferred)
• knowledge of common smartphones (iPhone, Android).: 1 year (Preferred)

License/Certification:

• CompTIA A (Preferred)

Work Location: One location