What are the responsibilities and job description for the IT Desk Support position at Golden Bank NA?
Position Overview
The IT Desk Support position provides first-level technical support to bank employees across all departments. This role is responsible for resolving day-to-day technology issues, supporting system access, and ensuring the effective use of the bank’s technology systems.
The position serves as the primary point of contact for IT-related requests and works closely with internal IT terms and external vendors to support system functionality, maintain operational continuity, and ensure compliance with the Bank’s security and control standards.
Job Description
End-User Support
- Provide first-level technical support to employees via phone, email, and ticketing system.
- Troubleshoot hardware, software, and system access issues.
- Support users with desktop, laptop, printer, and peripheral devices.
- Assist with common banking system, access and usability issues (e.g., core system, email, network drives).
Ticket Management and Issue Resolution
- Log, track, and manage IT service requests through the ticketing system.
- Prioritize issues based on urgency and business impact.
- Resolve standard requests and escalate complex issues to appropriate IT personnel or vendors.
- Follow up with users to ensure timely resolution and satisfaction.
User Access and Account Support
- Assist with user account setup, modification, and deactivation in accordance with IT and security procedures.
- Support password resets and access-related requests.
- Coordinate with Information Security or system administrators for access approvals and changes.
Hardware and Software Support
- Install, configure, and maintain end-user hardware and standard software applications.
- Support system updates, patches, and basic troubleshooting.
- Maintain inventory of IT equipment and assist with asset tracking.
Onboarding and Offboarding Support
- Prepare and set up equipment and system access for new hires.
- Coordinate with HR and department managers for onboarding requirements.
- Ensure timely deactivation of system access and retrieval of equipment for departing employees.
System and Application Support
- Provide basic support for core banking systems, digital banking platforms, and internal applications.
- Assist users with system navigation and issue resolution.
- Escalate system-related issues to application support teams or vendors as needed.
Documentation and Procedures
- Maintain documentation of support processes, troubleshooting steps, and user guides.
- Assist in updating IT procedures and knowledge base materials.
Compliance and Security
- Follow all IT security policies, procedures, and internal controls.
- Ensure proper handling of user access, passwords, and sensitive information.
- Support compliance with regulatory requirements (e.g., FFIEC guidance, internal audit standards).
- Report and escalate potential security incidents or policy violations.
Other Duties
- Perform other IT support and administrative duties as assigned.
Qualifications:
- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
Experience
- 1-3 years of experience in IT support, help desk, or technical support roles preferred.
Knowledge and Skills
- Basic knowledge of Windows operating systems and standard business applications
- Familiarity with network concepts and user access management
- Strong troubleshooting and problem-solving skills
- Ability to communicate technical information clearly to non-technical users
- Strong organizational and time management skills
- Customer service mindset
Work Environment
- Office-based environment supporting multiple bank locations
- May require occasional travel to branches or offices
- May require after-hours support for system updates or urgent issues