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. View additional job opportunities.

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!

Responsibilities

• Provide support to our 900+ employees and maintenance within the bank's computing environment.
• Install, diagnose, repair, maintain, and upgrade all PC hardware and technology-related equipment to ensure optimal performance.
• Troubleshoot problems (in person, by desktop remote, over the phone, or via email) in a timely, professional, compliant, and accurate manner.
• Ensure employees' needs are met quickly, accurately, and competently.
• Demonstrate strong analytical, troubleshooting, and problem-solving skills.
• Work as a collaborative team player while communicating effectively with employees in person, by phone, email, and through the ticket system.
• 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.

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.

Skills

• Ability to learn new technologies.
• Excellent technical documentation and customer service skills.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work under pressure, escalate issues, and work together with our IT Team.
• Proactive identification of issues to prevent errors, delays, costs, or negative impacts on the bank.
• Ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions.
• Ability to interact with customers/coworkers in a calm and patient manner and maintain confidentiality and professionalism in all situations.
• Ability to use basic mathematical skills, including adding, subtracting, multiplying, and dividing numbers.
• Ability to read and interpret documents and draft routine written communications.

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.

Supervisory Responsibilities

None.

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.