Help Desk Technician I

Job Description

As a Help Desk Technician I, you will play a crucial role in ensuring the smooth operation of our banking systems. Your responsibilities will include providing remote phone support to internal clients, monitoring ATM and banking circuits for uptime, and assisting with documentation creation. You will be part of a dynamic team, working in a fast-paced, 24/7 production environment, and contributing to the overall success of the bank's operations.

Compensation

The hourly pay range for this role is $20.00 - $24.50/hr; commensurate with experience

Responsibilities

• Provide remote phone support for hardware, network, and service issues, prioritizing and assessing the complexity of incoming tickets.
• Monitor ATM and banking circuits to maintain 100% uptime, opening incidents, and notifying the appropriate departments.
• Assist in creating user guides and troubleshooting documentation for self-service options.
• Review tickets for completeness, providing updates to the team and management as needed.
• Ensure compliance with the bank's CIP, BSA, and AML policies and procedures.
• Stay updated with basic knowledge of email systems, antivirus solutions, network protocols, DNS, DHCP, Active Directory, and firewall technologies.
• Understand LAN architecture, OSI model, cabling systems, and TCP/IP for effective troubleshooting.
• Utilize troubleshooting commands like ping, traceroute, and nslookup to resolve issues.
• Handle confidential matters with discretion and maintain excellent follow-through on tasks.
• Work collaboratively with end-users, demonstrating strong interpersonal and communication skills.
  
  

Qualifications

• Associate's Degree in Computer Science or a related Technology discipline, or equivalent work experience of at least 1 year in a similar role.
• Technical Certifications in Microsoft, Cisco, Unix/Linux, ITIL Foundations, or CompTIA are preferred.
• Good knowledge of Exchange and Office 365 Email, AntiVirus, and AntiSpam solutions.
• Understanding of network protocols, routing, DNS, DHCP, Active Directory, and firewall technologies.
• Familiarity with business backup and disaster recovery solutions, virtualizations, and cloud technologies.
• Ability to plan, organize, and budget effectively, with strong time management skills.
• Excellent written and oral communication skills, with the ability to handle confidential information judiciously.
• Attention to detail, with the ability to work under pressure and meet multiple deadlines.
• Proficiency in Microsoft Office and Windows operating system.
• Willingness to work flexible hours, including nights and weekends, as required by the job.