Help Desk Support Specialist

Description

Position Purpose:   

The Help Desk Support Specialist is a crucial part of the IT team, ensuring users can maximize their productivity by promptly and effectively addressing technical issues. The Specialist serves as the frontline support for the Bank’s Information Technology systems and contributes to the overall functionality and security of the organization's IT infrastructure. 

What you’ll do.

• Provide outstanding desktop support: Resolving common problems with any of the company’s supported technologies. Provide timely responses to users’ help desk requests and route more complex problems to second-level support while providing the end user with clear updated information and keeping the Help Desk ticketing system current.
• User Account Management: Account creation, modifications, deactivations, and resetting of user passwords in Microsoft 365 and Active Directory, as well as other software platforms.      
• Software installations and updates: Installing, configuring, and troubleshooting the Bank’s Information Technology systems and ensuring that software licenses are valid and properly managed.
• New User onboarding: Create new user accounts and have the user’s computer pre-configured based on their role and software requirements. Ensure connectivity to the network, peripherals, phone system, and any necessary software platforms before the user’s start date. 
• Hardware  Support: Basic hardware troubleshooting and support, such as hard drive replacements, memory upgrades, faulty displays, printers, or other peripherals.
• Security and Data Protection: Maintain security by applying patches and updates according to the weekly vulnerability scan report.
• Remote Support: Support remote users and customers using various remote desktop tools.
• Computer Images Library: Responsible for creating and maintaining our library of computer images for rapid deployment.
• Documentation: Assist in developing documentation of standardized user processes and procedures ("how to").
• Knowledge Base Maintenance: Contribute and maintain a knowledge base of common issues and resolutions, making it easier for users and other support personnel to find solutions quickly. 

Requirements

Where you’ll shine

• A Team player with excellent communication and customer service skills with experience working in a Microsoft-heavy environment.
• Being patient and able to explain technical solutions to non-technical users clearly and friendly.
• A strong working knowledge of identifying, connecting, and troubleshooting computer hardware and software, components, and devices.
• The ability to absorb new technologies and adapt to new challenges.
• Good time management skills and being proactive. 
• Knowledge and experience installing, supporting, and securing Microsoft operating systems and applications.
• Understand network standards and protocols such as TCP/IP, DNS, and DHCP and how to troubleshoot connectivity issues. 
• An understanding of Microsoft Domain Services (Active Directory) and the Microsoft 365 platform.
• Managing software updates and patch management of Operating systems and applications on hundreds of devices across numerous remote locations.
• Ability to multitask, and work in a highly collaborative and fast-paced environment.
• Good analytical skills.
• Show initiative.

Where we’ll shine

• Offering a full suite of benefits including medical, life, dental, and vision insurance plus generous paid time off and 401k plan.
• Supporting associates and their families; we embrace the importance of caring for oneself and our families.
• Surrounding ourselves with smart, driven, and diverse individuals
• Valuing integrity, commitment in regard to our daily duties, and the Bank as a whole
• Supporting local philanthropic, cultural, and artistic initiatives and organizations that our employees value.
• Devoted to the communities in which we serve as we help those who form the creative backbone of our market’s future economy and business value.

Minimum Training and Experience

• High school graduation or equivalent supplemented by technical/vocational training in relevant area.
• Driver’s License is Required.
• Occasional after-hours and weekend support will be needed as the organization requires.
• Requires a minimum of 1 year of experience providing technical information systems support including maintaining hardware, software, and networking for Windows network environments; or any equivalent combination of training and experience that provides the required skills, knowledge, and abilities.
• Certifications such as A , Network and MCP are a plus.

Working Conditions: 

• This job operates in a professional office environment with most of the time spent working on administrative tasks.
• The individual will sometimes be required to be available after normal working hours. Business travel may be necessary to meet with vendors and attend training opportunities. 
• This role routinely uses standard office equipment such as computers, phones, and photocopiers.
• This role also requires the ability to stand/sit for extended periods. While performing the duties of this job, the employee is occasionally required to do body movements of walking, turning the head and torso, reaching, grasping, bending, flexing the arms, legs, wrists, and fingers, and lifting more than 60 lbs.

EEO M/F/V/D