IT Service Desk Technician

FIRST STATE BANK – JOB DESCRIPTION
JOB TITLE: IT Service Desk Technician STATUS Non-Exempt
DEPARTMENT: Information Technology
REPORTS TO: Information Technology
PRIMARY PURPOSE OF THE JOB:
Provides internal customer service to computer users and provides backup assistance to IT staff. Identifies, researches, and resolves technical issues. Performs installation, configuration and upgrades for network PCs, mobile devices, network attached devices, and server applications.
ESSENTIAL DUTIES:
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Answer helpdesk calls, providing technical support and responsiveness to end users in a timely manner
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Track and prioritize incoming IT support requests through the help desk ticketing system.
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Respond promptly to support tickets and IT-related inquiries from bank staff
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Provide technical assistance and training to end users
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Escalate complex issues to relevant IT specialists (network administrators, system administrators, etc.) when necessary.
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Assist with user access on Core System (Navigator, Director, Teller, etc.) and Bank's computer systems (Microsoft Active Directory, Azure, etc.)
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Assist with new employee workstation / laptop setup and configuration
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Assist with workstation imaging and updates
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Assist with deploy Microsoft and 3rd party software patches, security updates, and hot fixes
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Assist with installs, configures, and support of end user software
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Provide support to branches, traveling to and from branch(s) as needed
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Provide support for mobile devices and end users
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Document technical procedures
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Maintain device inventory as well as a listing and description of network and system components
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Maintain a courteous and professional relationship with co-workers
OTHER DUTIES:
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Other duties as assigned
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Available after hours for support if needed
REQUIRED EXPERIENCE/SKILLS:
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Excellent communication, organization, and written skills
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One to Two years of job experience preferred but not required
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Knowledge of MS Windows Platform, MS Office Software, and MS Server Platform
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Ability to support and maintain end users
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Ability to identify and resolve software related issues
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Experience in desktop / laptop repair and hardware troubleshooting
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Ability to handle various tasks simultaneously
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Ability to work interdependently
REQUIRED EDUCATION:
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High school diploma or equivalency (GED)
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Specialized training such as that acquired in up to one year of college, technical, vocational, trade or business school
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Proficiency using Microsoft Windows / Office and financial institution technology
WHAT CAN WE OFFER YOU:
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Working with an energetic team focused on making our customers financially successful!
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An opportunity to grow your career and do amazing things!
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Collaborative and energetic work environment
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Incentive program based on performance
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Paid Time Off (PTO) and Paid Holidays for Full Time/Part Time Employees
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Paid time to support your community!
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Health, Dental, Vision (Full Time Employees)
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401K match and Life Insurance (Full Time/Part Time Employees)
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Educational Assistance Program (Full Time/Part Time Employees)
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Employee Assistance Program
WORKING CONDITIONS:
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Ability to enter data into a computer and work with computer software
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Ability to stand and / or sit for extended periods of time
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Ability to reach with hands and fingers as well as pressing keyboard \ computer buttons for extended periods of time
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Ability to lift 40 to 50 pounds
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Ability to use fingers and hands to answer telephone repeatedly
Employees are expected to comply with all laws, regulations, bank policies and procedures, including specifically First State Bank’s Bank Secrecy Act and Anti-Money Laundering Policy and procedures, and its Customer Identification Program. Failure to comply with either the letter and/or spirit of these laws may result in disciplinary action, up to an including termination.
This job description does not list all the duties of the job. Supervisors or managers may ask you to perform other instructions and duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
Management has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.