IT Helpdesk Tupelo

**GENERAL SUMMARY**

Offer support and technical assistance to co-workers and customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

• ESSENTIAL JOB FUNCTIONS
  
  

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• Serve as the first point of contact for users seeking technical assistance in-person, over the phone, and through ticketing system or email.
• Perform remote troubleshooting through diagnostic techniques and questioning.
• Determine the best solution based on the issue and details provided by user.
• Walk the user through the problem-resolution process.
• Direct unresolved issues to the next level of support personnel.
• Following up with users to ensure full resolution of issues.
• Provide accurate information on IT programs.
• Record events, problems and their resolution in ticketing logs.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Train other users on troubleshooting and diagnosing problems for future resolution.
• Run reports to analyze common complaints and problems.
• Install or change software to fix issues.
• Set up, relocate, install, and configure personal computer systems within organization for users.
• Establish user access to various devices and programs in accordance with bank guidelines and procedures.
• Regular and reliable attendance.
• Other duties as assigned by supervisory personnel.
• OTHER FUNCTIONS
  
  

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Candidates who cannot perform some or all of these duties because of disabilities will nevertheless receive full consideration for the job based on their ability to perform essential functions. * Other duties as may be required or assigned.

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Job Description Minimum Requirements

• The following are required to enable job holders to perform the essential functions of the job. 1. SKILLS
• Communication skills - oral and written for dealing with employees, customers, regulators, and vendors
• Analytical ability; superior organization and planning skills; detail-oriented 2. KNOWLEDGE
• Bank policies and procedures/ Banking laws and regulations
• Working technical knowledge of network and PC operating systems.
• Working technical knowledge of current network protocols and standards. 3.
• EXPERIENCE/EDUCATION
  
  

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• Associates's degree in Computer Networking or Programming or related field OR
• Previous work experience in end-user support position(s)
• Hands on hardware and software troubleshooting experience required.
• Experience with a financial institution is recommended, but not required.
• Working technical knowledge of current network protocols and standards.
• PHYSICAL EFFORT AND DEXTERITY
  
  

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Candidates whose disabilities make them unable to meet these requirements will still be considered fully qualified if they can perform the essential functions of the job with reasonable accommodation.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Inspect and install cables in floors, ceilings, and walls.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. 5.** SCHEDULING
• Irregular hours to be expected on a regular basis Some travel required