Help Desk I

Important Information Regarding Application Process

Please note that we do not accept resumes and encourage applicants to include work history on our formal application available via the "Apply Now" link. *Data from a resume cannot be downloaded into an application. We invite you to view additional job opportunities at https://www.fsbank.com/about/join-us/.

About the role

First Security Bank is seeking a professional, energetic, and team-oriented individual to join our team in Help Desk! If you are passionate about serving our Arkansas communities and want to be part of a dynamic, service-driven team, we encourage you to apply!

Qualifications

• High School Diploma or GED completion by the end of your graduating year is required.
• 1-2 years of experience installing and supporting technical work required in:
• Microsoft Windows Desktop OS, Active Directory, M365PC Deployment
• Basic Cybersecurity Awareness
• User Networking, VPN, TCP/IP Troubleshooting
• IOS and Android devices

• Certifications/Licenses preferred:
• A+/N+ Certification
• Other industry certifications

• Proficiency with Outlook, Word, Excel, typing, 10-key, and utilization of the internet is required.
• Commitment to demonstrating First Security's Core 5 values with customers and coworkers.

Hours of Availability

Regularly Scheduled Hours/Week: 40 (+) hours per week
Monday - Friday 8:00am - 5:00pm
Saturday 8:00am - 12:30pm (typically 1 per month on rotation)
*Extended working hours may be required including, occasionally from 7:00 - 8:00am and 5:00 - 6:00pm.

Essential Duties and Responsibilities

• Ambition to learn new technologies, with excellent technical documentation and customer service.
• Work as a collaborative team player while communicating effectively with employees in person, by phone, email, and through the ticket system.
• Ensure employees' needs are met quickly, accurately, and competently.
• Demonstrate strong analytical, troubleshooting, and problem-solving skills.
• Able to work under pressure, escalate issues, and work together with our IT Team.
• Adaptability - adapt to competing demands and shifting priorities.
• Proactively identify issues to prevent errors, delays, costs, or negative impacts on the bank.
• Create, manage, and update detailed tickets; document recurring issues to drive optimal outcomes.
• Install, configure, maintain, and troubleshoot user workstations, hardware, and software, including mobile devices and printers.
• Provide basic Help Desk support, including access and password management, active directory administration, system imaging and deployment, mobile email setup, shared drive mapping, printer configuration, and test-station troubleshooting.
• Maintain an organized workspace while supporting bank office equipment, including lifting, transporting, and positioning hardware in confined and often hard-to-access areas.
• Protect all customer information and bank operations through strict confidentiality.
• Operate computer software and equipment, telephone, scanner, and copier, and develop proficiency with internal banking systems.
• Maintain a valid driver's license, reliable transportation, and punctual attendance.
• This position requires occasional extended hours to meet customer needs, weekend travel, and/or consecutive overnight hotel stays for business travel purposes, using a personal vehicle.
• Additional duties may be assigned by management.

Soft Skills

• Foster a culture that values high ethical conduct, critical thinking, problem-solving, engagement, teamwork, and provides exceptional service.
• Establish positive and productive work relationships that provide honest feedback that generates trust.

Physical Demands

• Possess sufficient mobility to work in a standard office setting.
• Perform repetitive hand, arm, wrist, and finger movements while handling currency, documents, and/or office equipment.
• Substantial time may be spent on the telephone, operating computers, reaching, sitting, and/or standing while occasionally stooping, kneeling, or crouching.
• The employee must have the ability to speak and hear well enough to carry on customer interactions, conversations, and presentations both in person and over telecommunications.
• Have near/far visual acuity to identify customers, currency, and reading materials in printed or electronic formats.
• The employee must occasionally lift and move up to 75 pounds.
• Able to hold a valid driver's license with access to a vehicle that can be used for business travel purposes.

Mental Demands

• The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions.
• The employee must be able to interact with customers/coworkers in a calm and patient manner and maintain confidentiality and professionalism in all situations.
• The employee must be able to use basic mathematical skills, including adding, subtracting, multiplying, and dividing numbers.
• The position also requires the ability to read and interpret documents and draft routine written communications.