Help Desk Technician

Our bank client in Suffolk, VA is looking for a Desktop Support Technician (Tier I) to join their team for a temp-to-hire contract.

Primary Purpose:

The Level II Desktop Support Technician provides daily support to the organization’s computer equipment. This includes installing, diagnosing, repairing maintaining and upgrading all computer equipment to ensure optimal workstation performance. In addition, this position is responsible for maintaining the physical enclosures for servers, networking and communications equipment and reports any issues to the infrastructure Engineers responsible for the maintenance of those devices. This position is responsible for ensuring proper computer operation so that end users can accomplish daily business tasks. Desktop Support Technician will receive, prioritize, document and actively resolve end user requests and escalate incidents when necessary to the Desktop Support Team Lead or supporting department.

Essential Responsibilities:

• Evaluates documented resolutions and analyze trends for ways to prevent future problems
• Troubleshoot and determine solutions for new issues and communicate these solutions to either the Tier 1 and 2 team (depending on the nature of the solution and if Tier 1 is able to resolve the issue with their access level)
• Alerts management to emerging trends in incidents
• Field in coming requests to the Service Desk via telephone, email or ticketing system
• Document all pertinent end user information – contact information
• Resolves complex issues requiring detailed system and application knowledge.
• Prioritize assigned tasks. Escalate when required to the appropriate technician or group
• Record, track and document Help Desk requests including all successful and unsuccessful decisions and actions taken to come to a viable solution for the problem or incident.
• Uses all available resources to assist with problem solving. Internal and external Knowledgebase, software updates, Google searches etc.
• Assist with testing and deploying of new security alerts, patches and new software releases
• Identifies and learn appropriate software and hardware used and supported by organization
• Perform hands-on fixes at workstation level, including installing and upgrading software and replacing hardware
• Performs preventative maintenance, including optimizing performance on the workstation, printers and servers.
• Understand SLAs in order to manage and meet end-users expectations
• Assist with the migration and integration of newly acquired companies into the organization
• Must be flexible with work hours as business needs arise
• Obey all applicable federal laws, rules and regulations relating to Anti-Laundering (AML) including the Bank Secrecy Act (BSA)
• Perform other duties as assigned by manager

Additional responsibilities may include, but not limited to:

• Account administration – unlocking user accounts for various applications. Including AD
• Basic Exchange administration - Setting Out of Office message
• Computer management
• Print server management – this may be limited to the tech current permissions

Minimum Required Skills and Competencies:

• Team player
• Ability to interact effectively and professionally with all employees, staff and service providers and have a team player attitude
• The ability to effectively communicate and deliver information clearly to staff and customers
• Effectively prioritize and execute multiple tasks in high-pressure environments.
• Must be flexible with work hours as business needs arise.
• Committed to consistently providing superior customer service
• Proactive approach to service provisioning
• Knowledge of basic computer hardware – HP and Apple products
• Proficient in Microsoft operating systems and applications such as; Window 10, Window servers, Office Suite and any other Microsoft products used in the enterprise
• Ability to troubleshoot complex issues as they relate to in house applications
• Proficient in Active Directory
• A minimum of 3-5 years of IT knowledge/training with progressive responsibilities in the helpdesk and support role
• Associates or Bachelor’s in Computer Science or equivalent experience
• The ability to lift a minimum of 40LBs, which is required for moving various types of computer hardware
• Must have a valid driver’s licenses and reliable transportation

Continued Technical education will be required for this position.

Job Types: Full-time, Contract, Temporary

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer support: 3 years (Preferred)
• Apple: 3 years (Preferred)
• Windows: 3 years (Preferred)
• ServiceNow: 1 year (Preferred)

Work Location: One location