HELP DESK (SUPPORT I)

Kirkpatrick Bank hires individuals who are committed to building long lasting relationships by delivering high quality customer service to all of our customers and within our communities. In return Kirkpatrick strives to offer a competitive and comprehensive benefit package.

Shift hours: Monday - Friday, 8:00am to 5:00pm; could include occasional Saturdays and OT when necessary.

Kirkpatrick Bank offers the following benefits (subject to eligibility requirement):

• Company subsidized health and dental insurance for employees and dependents
• Health and Dependent care flexible spending accounts, HSA account
• Company provided life insurance and long term disability
• Generous 401(k) Match
• Paid Sick and Vacation
• Wellness Plan
• Employee Banking products and services provided

Position Summary: Provide first level of support and response for employees. Provide assistance to technicians and engineers. Help Desk is responsible for creating support tickets, answering, commenting and replying to open incidents. The Help Desk position requires knowledge of computer logic and methodology to run computer systems.

Essential Job Functions and Responsibilities:

• Identify and organize help tickets according to priority
• Distribute tickets to engineers and technicians
• Assist with fieldwork as requested
• Update and maintain contracts, reports, and policies as needed
• Create and maintain standard operating procedures for equipment and software used
• Prepare computer equipment for operation and deployment
• Operate computer for the purpose of providing information to employees and/or engineers
• Train employees in operating systems and other software used by bank employees
• Maintain a log of all work performed and processed 
• Perform general operating system repairs, spy-ware and virus removal, hardware upgrades, and troubleshooting common computer problems
• Knowledge of the bank’s computer systems and technology best practices
• Provide employees with outstanding customer care and service at all times
• Read and comprehend instruction manuals to make minor repairs to computer equipment
• Document system changes using change control forms
• Committed to Company Mission and Core Values

The above represents general responsibilities for the position. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Skills and Abilities:

• Interpersonal skills necessary to train employees in computer systems
• Ability to work in a self-disciplined environment
• Ability to balance multiple projects, timelines and priorities
• Excellent organizational skills and attention to detail
• Excellent verbal, interpersonal and written communication skills
• Tenacious problem-solving skills and results oriented 

Education and Experience:

• High School diploma or equivalent

Physical Requirements and Working Conditions:

• Prolonged periods sitting at a desk and working on a computer 
• Must be able to lift up to 25 pounds at times
• Professional office environment
• Flexibility to work evenings and weekends, sometimes with little advance notice
• Some travel required
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Kirkpatrick Bank is an Equal-Opportunity Employer who offers EEO to all persons without regard to race, color, religion, age, marital or veterans’ status, sex, national origin, physical or mental disability, or any other legally protected class.