What are the responsibilities and job description for the Service Desk Technician I position at Gateway First Bank?
Jenks, OK - Service Desk Technician I opportunity at Gateway First Bank!
Looking to kick-start your career in IT? This is your chance to work with a talented and energetic team!
M-F: 8- 5 | On-call rotation every five weeks pays over-time: M-F5-8 PM, Sat8-5, Sun8- noon
Service Desk Technician I JOB SUMMARY:
The Service Desk Technician I is the first point of contact for technology related problems. The position is responsible for understanding the technical issues and the action to resolve Service Management Tickets. Responsibilities include initial testing, research, and resolution of primary incidents and requests concerning the use of application software and hardware products.
Service Desk Technician I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
- Resolves and follows-up on problems brought to the Service Desk by users of computers, servers, network, phone, and other IT equipment.
- Monitors and responds to hardware and software problems utilizing a variety of testing tools and techniques.
- Performs software and system troubleshooting and support along with provides desk-side assistance in resolving technology support issues.
- Performs applications software and related hardware installation and configuring.
- Routes calls to proper resource and escalates priority issues.
- Maintains Incident and Service Request tickets, ensuring incoming tickets and reported issues are accurately identified, categorized, prioritized, diagnosed, and documented.
- Maintains or exceeds the Service Level Agreements for Incident Resolution along with maintaining the Asset Management Process.
- Communicates with end users to help understand and resolve their problems. Follows established procedures to own, drive & communicate the user issues. Escalates complex problems to senior level support.
- Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
- Performs related responsibilities as required or assigned.
Service Desk Technician I REQUIRED QUALIFICATIONS:
Knowledge/Skills/Abilities
- Basic knowledge of IT service desk policies, procedures, and help desk methodologies such as basic problem resolution and escalation practices.
- Motivated to advance skills, learn new technology and ways to deliver support.
- Effective communication, customer service, problem solving, critical thinking and use of listening skills.
- Proficient in MS Office applications.
- Proficient with user management and security and in peripheral management (phones, printers, scanners, etc.).
- Ability to provide proper level of support and guidance with applications and to troubleshoot technical issues.
- Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, "Get it Done" Attitude, Be a Team Player, Do the Right Thing.
Equivalent Education/Experience
- High School Diploma required. College Degree Preferred.
- 0-2 years of experience supporting information systems operations.
Service Desk Technician I SPECIAL JOB DIMENSIONS:
Provides effective customer service in a production environment (rotating on-call and holiday support may be required). May participate in development of IT and infrastructure projects.
NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.