What are the responsibilities and job description for the Help Desk Technician position at Hancock County Savings Bank?
Job Overview
As a Help Desk Technician, you’ll deliver responsive IT support that helps employees stay productive. You’ll diagnose and resolve hardware, software, operating system, and network issues, guide users through solutions, and escalate complex problems with clear documentation. Your impact: By resolving technical issues promptly and tracking them through to completion, you help users return to work with less disruption.
Responsibilities
- Provide technical support and customer service through help desk systems; manage customer support tickets from intake to resolution.
- Troubleshoot desktop and computer hardware, software, mobile devices, Windows, macOS, and Linux operating systems.
- Diagnose network issues involving computer networking, LAN, TCP/IP, DNS, VPN, firewalls, and Meraki equipment; escalate network administration concerns as needed.
- Support Active Directory management, Microsoft Windows Server, Group Policy Objects (GPO), and Microsoft System Center Configuration Manager (SCCM).
- Document technical troubleshooting support and equipment troubleshooting steps in BMC Remedy or Jira; assist with computer management and IT infrastructure tasks.
Qualifications
- Demonstrated IT support, desktop support, hardware support, Windows support, and software troubleshooting skills; experience with Microsoft Office is useful.
- Familiarity with help desk operations, help desk systems, customer support ticket management, and clear written and verbal communication.
- Working knowledge of Windows, macOS, Linux, computer hardware, operating systems, and computer networking concepts, including TCP.
- Exposure to Active Directory, Microsoft Windows Server, SCCM, GPO, VPN, firewalls, DNS, Meraki, LAN, and network troubleshooting is preferred.
Pay: $16.00 - $20.00 per hour
Expected hours: 37.5 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience:
- Help Desk: 2 years (Required)
Work Location: In person
Salary : $16 - $20