About the position
This role serves as the first point of contact for end users in a physical Windows PC environment. The Desktop Support Technician is responsible for troubleshooting and resolving computer hardware, software, and printer problems reported to the helpdesk. The position supports the mission, vision, and philosophy of the Bank, complies with all organizational policies and procedures, and supports functions that maintain compliance with regulatory agencies.
Responsibilities
• Provide Tier 1 troubleshooting of computer hardware/software/ printer problems
• Basic Network troubleshooting
• Setup/ Relocate equipment for new/ transferring employees
• Assist in hardware/software implementation/ deployment activities
• Provide user account administration
• Provide support for user’s mobile devices with MDM
• IT project participation
• Gather required information for requests to be escalated to T2 or advanced teams
• Utilize helpdesk tracking software
• Assist with creating & maintaining procedures for the team
• Onsite support & equipment setup at remote locations
Requirements
• High School or GED Equivalent
• 1-2 years of experience in a helpdesk support environment or educational equivalent
• Strong working knowledge of Microsoft Windows OS and Microsoft Office 365 applications, including Outlook in an Exchange M365 environment
• Ability to troubleshoot and resolve hardware and software problems
• Ability to communicate technical material in "user friendly" manner
• Detail oriented
• Self-motivated, dependable, timely
• Demonstrate initiative
• Practice active learning skills
• Ability to prioritize tasks and multi-task various work activities
• Ability to work flexible schedules
• Ability to combine pieces of information and form relationships or conclusions about unrelated material
• Use critical thinking skills to identify strengths and weaknesses of various solutions
• Capability to communicate and collaborate with all levels of management and employees
• Demonstrate active listening skills
• Professional appearance and demeanor
• Driver’s License Required
Benefits
• 401(K) with a company match of up to 6%
• ESOP employer match
• Medical insurance
• Dental insurance
• Vision insurance
• Cancer/Disease insurance
• Accident insurance
• Flexible Spending Accounts
• Flexible Savings Accounts
• Health Savings Accounts
• Bank paid Life/AD&D insurance
• Voluntary Life/AD&D insurance
• Bank paid Short-Term and Long-Term Disability insurance
• Employee Stock Purchase Plan
• Employee Assistance Program