IT Help Desk Specialist

SUMMARY:

The position of IT Help Desk Specialist serves as the front line support for Information Technology questions from First Bank employees.  Responsible for supporting Branch and Bank Staff with password resets, PC and Printer Problems, etc.  Schedule: Monday-Friday 8am-5pm occasionally 7am-4pm schedule. Must be able to work a rotating on call Saturday schedule (8am-2pm) 

ESSENTIAL FUNCTIONS:

• Resolve issues reported by the Bank Staff via phone, automated call distribution systems, email or ticketing systems.
• Provide technical assistance for the Spectrum phone system.   When required, will escalate the issues up to Spectrum.
• Open/close support requests utilizing a call ticketing system.
• Provide technical assistance and support for incoming questions or issues related to computer systems, software and hardware.
• Escalate unresolved issues to Level II Technicians.   
  1. This escalation then requires a follow up to determine what was required to resolve the issue so that new/improved procedures can be documented to handle reoccurrences in the future if the solution is such that the Help Desk technician has the time and/or resources to apply the solution.
• Escalate issues to our external service providers when necessary.  Follow up on the issue until it is resolved. 
• Set up new users for various applications; reset/change passwords for various applications; remove employee access to various applications.
• Maintain Active Directory information for all Bank employees to ensure accuracy.
• Resolve connection issues for printers and computers.
• Install drivers and software for new hardware components such as printers and scanners.
• Set Up/Change Devices on AS400.
• Process Teller Drawer and Vault Changes.
• Process location changes for bank associates within all affected systems used by the associates.
• Must be skilled in training users in the use of various office software suites including but not limited to Windows operating system, Microsoft office products, PDF creation software and Desktop scanners.
• Monitor Bank site connection status.  Evaluate / Escalate connection loss incidents as they occur to ensure location downtime is kept to a minimum.  Connection issues are reported to the Banks Internet Service Provider as well as to key Bank Personnel.
• Help drive process improvement within the department by auditing key internal processes to ensure accuracy and adherence to bank and departmental policies.
• Participate in the Cross Training functions for other areas of IT when available.
• Participate in Business Continuity tests / Disaster Recovery drills when required.
• Be available for occasional after hours or weekend work as dictated by projects or workloads.
• Will participate in online, continuing education classes as determined by the IT department.  These courses will be provided without cost to the associate. 
• Completes annual compliance courses.
• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of our Service Excellence standards.
• Performs other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or the equivalent combination of education and experience (3-4 years of experience required).
• Work related experience should consist of duties in a computer/business environment.  
• Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be computer/business or financial industry related.
• Intermediate knowledge of Bank operations and other Bank operational policies and procedures.
• Excellent organizational and time management skills – ability to work with minimal supervision.
• Specialized/technical knowledge in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct personnel.

Physical Demands/Work Environment:  Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.