Help Desk Specialist I

Organization Overview:

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee.   Foresight Bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve.

Position Summary:

Provide first level support to end users of the Foresight Bank enterprise in regards to workstation operations, network connectivity, and printer setup and troubleshooting. This position will also encompass responsibilities for basic office productivity applications,  installation and administrative support of core production applications and helpdesk administration.

Primary Responsibilities:

1. Acknowledge and record all help desk request that are received by email, web submission, MS Teams or phone calls into the ticketing platform.
2. Assist end users with basic support for office productivity applications such as Microsoft Word, Excel, Power Point, etc.
3. Resolve desktop problems by providing appropriate responses to end users and basic troubleshooting through proscribed procedures.
4. Assist with the survey, preventative maintenance and logging of assigned equipment in the Foresight Enterprise.
5. Assist with the upkeep of the IT department’s software and application documentation library.
6. Assist with the setup and administration of computer and user accounts to applicable systems.
7. Participate in the coverage of basic user support during defined on call hours. Certain weekdays, weekend hours and certain holidays.
8. Participate in disaster recovery testing and procedures as necessary.
9. Assist with the compliance management for requisitioning, delivery and disposal of all information assets in the Foresight Enterprise. Adhere to department policies and procedures regarding IT management. Complete assigned project task.

1. Assist end users with the setup of personal devices using Mobile Device Management platforms. 
2. Basic support and troubleshooting of conference room and phone systems. 
3. Basic support and troubleshooting of remote access systems. 
4. Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
5. Coordinate tasks and projects with Shared Services and Infrastructure departments.
6. Basic support and troubleshooting of conference room and phone systems. 
7. Basic support and troubleshooting of remote access systems. 
8. Patch Management utilizing the organizations RMM.
9. Basic knowledge of Microsoft Cloud Applications/SharePoint

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Analytical Thinking/Problem Solving: Basic analytical skills including the ability to address situations by using a logical, systematic, sequential approach.   Works systematically and logically to identify root cause and resolve problems.  Identifies information needed to effectively solve problems.

Time Management: Ability to work on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently and within established timeframes.

Communicator: Effective written and oral communication skills.   Intuitively assess and anticipate communication needs.

Organizational: Focus, plan, and prioritize work in a systematic way to complete tasks and projects.

Interpersonal: Interact with others positively and build relationships with internal and external customers.

Technical: Basic knowledge of x86 based workstations and personal computers; Basic knowledge of MS Windows Operating Systems (Windows 10); Basic knowledge of MS Office suite applications;  Basic network knowledge of TCP/IP connectivity; Basic Microsoft Active Directory knowledge.

Security/Safety: Safeguards digital resources and adheres to all Standards, Procedures and Policies relevant to Cyber Security, Information Security (i.e. GLBA/Clean Desk) and physical security.   Encourages and supports others to be physically and digitally safe while at work. 

Position Performance Standards:

Complete all task requested in assigned work orders per managements expectation 

Successfully complete all assigned trainings in training plan by established deadline(s).

Performance Weightings:

40%  Competencies

60%  Position Performance Standards and Personal Goals

Qualifications:

HS Diploma or equivalent required; Associates degree in MIS/IS, certifications (CompTIA, MCP, MSCE), or commensurate work experience a plus.  Ability to physically lift devices weighing up to 45 pounds.   Must have a valid driver’s license and reliable transportation. 

Physical Demands and Work Environment: 

This job operates in a clerical office setting.   This role routinely uses standard office equipment such as computers, phones and copy machines. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This position requires manual dexterity.  While performing the duties of this Job, the Team Member is regularly required to sit or stand for extended periods of time.