Help Desk Specialist I

About the role

The Helpdesk Specialist provides frontline technical support to bank employees across all branches and departments. This role ensures that staff can work efficiently and securely by troubleshooting hardware, software, network, and core banking system issues. As part of a small IT team, the Helpdesk Specialist wears multiple hats—supporting daily operations, assisting with system maintenance, and helping uphold the bank’s cybersecurity and compliance standards.

Essential Duties And Responsibilities

• Customer Service: Ability to interact well with users and customers and deal effectively with their questions or problems.
• Knows/learns the Bank’s software applications thoroughly.
• Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
• Serves as a model of excellent customer service to other employees.
• Job Functions/Responsibilities:
• Provide Tier 1–2 technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other bank equipment.
• Troubleshoot software issues, including Microsoft 365, Windows OS, remote access tools, and banking applications.
• Support core banking systems by assisting users with access issues, navigation questions, and basic troubleshooting.
• Maintain neat and orderly work area and ensure that all negotiables and confidential records are properly secured each day.
• Understand role in case of robbery, whether victim or bystander, and know proper post-robbery procedures.
• Presents a professional appearance that evokes the customer’s trust.
• Adheres to all bank policies and procedures and to internal controls and system access restrictions.
• Safeguard all account information and proprietary software knowledge.

Critical Skills

• Self Development: Pursue additional education or training to remain current, improve knowledge, and diversify skills.
• Reliability: Assists supervisor with tasks and projects as required and requested.
• Versatility: Ability to multi-task under pressure and fast paced environment.
• Adaptability: Ability to learn technologies and software tools that are implemented to meet the needs of a fast paced and changing landscape.

Qualifications

• EDUCATION And/or EXPERIENCE: Minimum: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience; minimum of one (1) year work related experience desired; preferably in a financial or regulated environment.
• Preferred: Bachelor’s degree in information technology, Computer Science, or related field; or equivalent experience; or certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications; minimum of three (3) years work related experience; preferably in a financial or regulated environment.
• KNOWLEDGE, SKILLS, AND ABILITIES: Ability to adhere to Potomac Bank’s Core Values: Integrity, Teamwork, Growth, Customer Commitment, Community Focus Must possess knowledge of fundamental operations of relevant software, hardware and other equipment. Experience researching, analyzing and interpreting automated system problems. Related experience and training in troubleshooting and providing help desk support. Excellent oral and written communication skills. Excellent attention to detail. Ability to follow complex and unique processes and adapt to change quickly. Ability to manage multiple issues in a fast-paced and deadline driven environment; effectively follow processes as well as prioritize and execute tasks. Proven ability to work as part of a team as well as show initiative and ability to work independently. TECHNICAL SKILL SET: Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications. Familiarity with network basics (TCP/IP, DNS, VPN) and remote support tools. Experience with core banking systems or financial services software is a plus. Understanding of cybersecurity best practices and data protection principles. Excellent communication skills and a service oriented mindset. Ability to work independently, prioritize tasks, and support multiple branches. High level of integrity and discretion when handling sensitive information.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

SMOKE-FREE WORKPLACE

Potomac Bank is a 100% smoke-free company.

EEO Statement

Potomac Bank is an Equal Opportunity/Affirmative Action Employer