Summary: The Help Desk Specialist’s primary responsibility is to resolve, triage, escalate, and track all incoming requests for technical assistance. This includes systems analysis, purchase and provisioning, implementation and deployment, upgrades and technical/administrative support. The position reports to the Chief Technology Officer and will work closely with IT team members and bank staff to ensure the reliability, security, and efficiency of the bank’s network, applications, printers, phones, mobile devices, remote access, video and other systems/platforms.

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive and exceptional service in accordance with the Bank’s customer service standards.
• Provide first and second level technology service desk support for internal employees; answer, evaluate and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems.
• Record, track, and document the service desk incident/problem/change problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Manage the Bank’s service desk ticketing system following basic ITIL standards while adhering to the expected IT SLA requirements.
• Set up user accounts, permissions and passwords; install, troubleshoot and repair hardware, software, printers, phones and AV equipment.
• Order equipment and software as required and coordinate with vendors.
• Work with 3rd party vendors and internal staff to resolve application and hardware issues.
• Manage mobile devices including ordering, provisioning, updating and Mobile Device Management administration.
• Manage Bank software licenses and ensure only appropriately purchased, licensed and approved software is installed on Bank owned workstations.
• Provide training and education services to staff for systems or applications, and perform new-hire IT orientation.
• Develop help sheets and knowledge base articles for end users.
• Communicate and report any banking system downtime or scheduled maintenance to the appropriate staff.
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization include banking applications.
• Test fixes and follow up with staff to ensure problems have been adequately resolved.
• Assist in the development and implementation of IT procedures and, where applicable, create workflow and process documents.
• Keep current with the latest technologies and job knowledge. This may include reviewing new regulations, participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional work groups and organizations.
• Perform other duties as assigned.

Required Qualifications

• 2 to 4 years’ experience in a technology support role
• Proficient computer skills with collaboration and productivity tools including Windows-based operating systems and office suites (Microsoft Word, Outlook, Excel, PowerPoint); internet; email.

Preferred Qualifications

• Exceptional customer service skills
• 2 years support experience in banking or financial institution core systems and applications
• Strong knowledge of troubleshooting hardware such as printers, workstations, phones, etc.
• Ability to organize and prioritize tasks at an individual level under a variety of conditions and constraints with minimal guidance
• Effective oral and written communication skills
• Strong analytical ability

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.