Help Desk Specialist I

Reports To:         VP/IT Manager                            

FLSA Status:         Exempt     

SUMMARY 

The Helpdesk Specialist provides frontline technical support to bank employees across all branches and departments. This role ensures that staff can work efficiently and securely by troubleshooting hardware, software, network, and core banking system issues. As part of a small IT team, the Helpdesk Specialist wears multiple hats—supporting daily operations, assisting with system maintenance, and helping uphold the bank’s cybersecurity and compliance standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Customer Service

•    Ability to interact well with users and customers and deal effectively with their questions or problems.

•    Knows/learns the Bank’s software applications thoroughly.  

•    Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service. 

•    Serves as a model of excellent customer service to other employees.  

Job Functions/Responsibilities 

•    Provide Tier 1–2 technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other bank equipment.

•    Troubleshoot software issues, including Microsoft 365, Windows OS, remote access tools, and banking applications.

•    Support core banking systems by assisting users with access issues, navigation questions, and basic troubleshooting.

•    Monitor and respond to helpdesk tickets in a timely, customer focused manner.

•    Set up and maintain user accounts in Active Directory, email, and other internal systems following security protocols.

•    Install, configure, and update hardware and software across branches.

•    Assist with cybersecurity practices, including patching, antivirus monitoring, MFA support, and employee security awareness.

•    Document procedures, troubleshooting steps, and system changes to support knowledge sharing and audit requirements.

•    Coordinate with vendors for escalated issues involving network services, hardware repairs, or specialized banking software.

•    Support IT projects, such as system upgrades, equipment rollouts, and branch technology improvements.

•    Ensure compliance with FFIEC guidelines, internal policies, and information security standards.

Security

•    Maintains neat and orderly work area and ensures that all negotiables and confidential records are properly secured each day. 

•    Understands role in case of robbery, whether victim or bystander, and knows proper post-robbery procedures.

•    Presents a professional appearance that evokes the customer’s trust.

•    Adheres to all bank policies and procedures and to internal controls and system access restrictions.

•    Safeguards all account information and proprietary software knowledge.

Other duties may be assigned.

CRITICAL SKILLS

Self Development:  

•    Pursue additional education or training to remain current, improve knowledge, and diversify skills. Individual will schedule a minimum of 20 hours per year in continuing education to enhance critical skills.  This minimum of continuing education will be part of the employee’s annual goals and shall be reported to the IT Committee on an annual basis and reflected in the minutes of the same. 

•    Reliability: Assists supervisor with tasks and projects as required and requested. 

•    Versatility: Ability to multi-task under pressure and fast paced environment.  Willingness to work when problems arise.   

•    Adaptability: Ability to learn technologies and software tools that are implemented to meet the needs of a fast paced and changing landscape.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  

EDUCATION and/or EXPERIENCE 

Minimum: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience; minimum of one (1) year work related experience desired; preferably in a financial or regulated environment.

Preferred: Bachelor’s degree in information technology, Computer Science, or related field; or equivalent experience; or certifications such as CompTIA A , Network , Security , or Microsoft certifications; minimum of three (3) years work related experience; preferably in a financial or regulated environment.

KNOWLEDGE, SKILLS, AND ABILITIES 

•    Ability to adhere to Potomac Bank’s Core Values: Integrity, Teamwork, Growth, Customer Commitment, Community Focus

•    Must possess knowledge of fundamental operations of relevant software, hardware and other equipment.  

•    Experience researching, analyzing and interpreting automated system problems.

•    Related experience and training in troubleshooting and providing help desk support.

•    Excellent oral and written communication skills.

•    Excellent attention to detail.

•    Ability to follow complex and unique processes and adapt to change quickly.

•    Ability to manage multiple issues in a fast-paced and deadline driven environment; effectively follow processes as well as prioritize and execute tasks.

•    Proven ability to work as part of a team as well as show initiative and ability to work independently.

TECHNICAL SKILL SET

•    Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications.

•    Familiarity with network basics (TCP/IP, DNS, VPN) and remote support tools.

•    Experience with core banking systems or financial services software is a plus.

•    Understanding of cybersecurity best practices and data protection principles.

•    Excellent communication skills and a service oriented mindset.

•    Ability to work independently, prioritize tasks, and support multiple branches.

•    High level of integrity and discretion when handling sensitive information.

SMOKE-FREE WORKPLACE

Potomac Bank is a 100% smoke-free company.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle or feel; reach with hands and arms; and talk or hear.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. 

This job description is not designed to cover or contain a comprehensive listing of all duties/responsibilities that are required of position.  Duties/responsibilities may change or be assigned at any time with or without notice.

POTOMAC BANK is an Equal Opportunity/Affirmative Action Employer

POTOMAC BANK supports a workforce of diversity, equity, inclusion, and accessibility