What are the responsibilities and job description for the Help Desk Support I position at Farmers State Bank?
POSITION SUMMARY: The Tier 1 Help Desk Technician is primarily responsible for being the first point of contact for all IT-related queries via phone calls and support tickets. The role involves PC imaging, deployment of new PCs, and providing immediate assistance and guidance to end users.
PRIMARY ACCOUNTABILITIES AND RESPONSIBILITIES:
ACCOUNTABILITY 1: Serves as the first point of contact for users seeking technical assistance over the phone or through support tickets. Ensures a high level of customer service and satisfaction.
ACCOUNTABILITY 2: Performs PC imaging and prepares systems for deployment. Assists in the deployment of new PCs and provides initial setup support to end users.
ACCOUNTABILITY 3: Troubleshoots basic technical issues and escalates complex problems to the appropriate support teams. Keeps a record of issues and solutions to build a knowledge base for future reference.
ACCOUNTABILITY 4: Manages user accounts and access controls. Provides assistance with password resets, account creations, and permission settings.
ACCOUNTABILITY 5: Installs, modifies, and repairs computer hardware and software. Runs diagnostic programs to resolve problems.
ACCOUNTABILITY 6: Follows up with customers to ensure that their IT needs have been met and that they are satisfied with the service.
SECONDARY DUTIES AND RESPONSIBILITIES:
- Provides basic training and guidance to new users on system functionalities.
- Assists in maintaining IT inventory and tracking of hardware and software assets.
- Participates in IT projects as required and performs additional tasks as assigned.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
- High school diploma or equivalent; technical degree or certifications preferred.
- CompTIA A certification or similar credentials highly desirable.
- Experience in a help desk or customer service role preferred.
- Familiarity with PC imaging software and processes.
- Basic understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills, both verbal and written.
- Strong customer service orientation and problem-solving skills.
- Ability to work well in a team and adapt to a fast-paced environment.
- Commitment to continuous learning and improvement in IT support.