Desktop Support Specialist II or III

Great employees are essential to maintaining the confidence our customers place in us. FGB believes that our employees are our greatest asset as demonstrated in their professionalism and dedication. We encourage open communication and strive to cultivate an environment in which our employees will contribute new ideas and innovations that will help us excel. As we grow, we want YOU to join our team to help fulfill our mission of serving the banking needs in our local communities.

Our full-time employees are eligible for amazing benefits including medical, dental, vision, and basic life/AD&D insurance, prescription drug benefits, long term disability, and salary continuance (short-term disability). In addition, they get paid holidays, paid vacation and sick leave, a tuition reimbursement program, 401k, section 125 cafeteria plan, and the opportunity to earn FGB stock grants. Apply today to enjoy these benefits and more!  

Position Summary 

The Desktop Support Specialist will work within a team to provide help desk and desktop support services to end users on-site and remotely. 

Essential Duties and Responsibilities

1. Provide help desk support for end user issues, including but not limited to setting up new users, installing/troubleshooting software applications, configuring printers, and hardware failures.
2. Utilize a ticketing system to prioritize and work through end user issues; actively use and contribute to a departmental knowledge base to streamline ticket resolution.
3. Create, maintain, and deploy computer images to streamline OS installation.
4. Provide administration for computer, email, and user accounts to include account creation, password resets, unlocks, disabling terminated employees, groups, distribution lists, etc.
5. Assist with regular patch management ensuring all client workstations are up-to-date and receiving the necessary patches promptly.
6. Perform special projects within other areas as requested.
7. Adhere to BSA policy and all other bank policies.
8. Other duties as assigned by supervisor.

Minimum Qualifications

• Associate degree in Computer Science or another related field, or work experience accepted in lieu of a degree.
• 1-3 years (Specialist II), or 3+ years (Specialist III) of experience providing end-user support.
• Understanding of TCP/IP, DHCP, and DNS.
• Experience with Active Directory; creating user accounts, resetting passwords, group memberships, etc.
• Experience supporting Office 365 products.
• Experience using a help desk ticketing system for tracking support tickets.
• Experience with patch management tools.
• Experience with Windows imaging tools.
• Excellent troubleshooting, problem-solving, and time management skills.
• Able and willing to learn new processes.
• Ability to work well within a team.
• Excellent interpersonal, written, and oral communication, documentation, and collaborative skills.
• Ability to work nights and/or weekends as needed.

Desired Qualifications

• Bachelor's degree in Computer Science or another related field.
• CompTIA A+, Network+, or Security+ certifications.
• Banking or other financial industry-related experience.

Physical Demands and Work Environment

The physical demands described here represent those an employee must meet to perform this position's essential functions successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee must frequently use hands or fingers to handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, or reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.