IT Help Desk Technician

This position will oversee the timely delivery of quality technical support service and maintenance to the Bank’s internal customers.  Position includes the following technical responsibilities: Help Desk support tech will troubleshoot and resolve IT issues.  Plan, prioritize and schedule Help Desk activities.  Ensure that the quality of service and support provided meets or exceeds expectations. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.  Diagnose software and hardware issues; troubleshoot problems. Actively respond to questions and handle complaints.  Develop productivity reports.  Establish best practices through the technical support process.  Follow up with customers to identify areas of improvements. Participate in on-call rotation for end user support.

Requirements:

  • Hands-on experience with IT help desk
  • Excellent customer service skills
  • In depth knowledge and experience with: Microsoft Windows 7/8/10; Microsoft Office 365; Windows network user setup and configuration; hardware maintenance and support to include desktop, laptop and mobile phones/tablets; Mobile Device Management solutions; trouble ticketing solutions; patch management solutions; remote control software; VOIP; Salesforce or similar platform
  • Banking and FIS experience is preferred, but not required
  • Strong written and verbal communication skills
  • Excellent time management skills
  • Effective decision making and problem-solving skills
  • Strong relationship building skills
  • Demonstrates organization and prioritization skills
  • Ability to effectively communicate technical concepts to other technical staff members
  • 5 years of related technical experience in a Help Desk environment
  • Must be Analytical – logical, systematic, and methodical in working through a plan or problem; provides solid research on which to base decisions; establishes process for workflow
  • Must be Quality Conscious – delivers accuracy and precision in work products; mindful of technical requirements, rules, and standards
  • Must be an effective Communicator – proactively conveys a clear, convincing, and timely message; possess strong verbal, written and presentation skills
  • Bachelor's degree in Computer Science, Information Technology or related technical field.