HELP DESK (SUPPORT I)

Kirkpatrick Bank hires individuals who are committed to building long-lasting relationships by delivering high-quality customer service to all of our customers and within our communities. In return, Kirkpatrick strives to offer a competitive and comprehensive benefit package.

Schedule

Monday - Friday, 8:00am to 5:00pm; could include occasional Saturdays and overtime when necessary.

Benefits

• Company-subsidized health and dental insurance for employees and dependents
• Health and Dependent care flexible spending accounts, HSA account
• Company-provided life insurance and long-term disability
• Generous 401(k) match
• Paid sick and vacation leave
• Wellness plan
• Employee banking products and services

About the Role

Provide the first level of support and response for employees. Assist technicians and engineers. The Help Desk is responsible for creating support tickets, answering, commenting, and replying to open incidents. This position requires knowledge of computer logic and methodology to run computer systems.

Responsibilities

• Identify and organize help tickets according to priority
• Distribute tickets to engineers and technicians
• Assist with fieldwork as requested
• Update and maintain contracts, reports, and policies as needed
• Create and maintain standard operating procedures for equipment and software used
• Prepare computer equipment for operation and deployment
• Operate computers to provide information to employees and/or engineers
• Train employees in operating systems and other software used by bank employees
• Maintain a log of all work performed and processed
• Perform general operating system repairs, spyware and virus removal, hardware upgrades, and troubleshooting common computer problems
• Maintain knowledge of the bank’s computer systems and technology best practices
• Provide employees with outstanding customer care and service at all times
• Read and comprehend instruction manuals to make minor repairs to computer equipment
• Document system changes using change control forms
• Committed to Company Mission and Core Values

Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Requirements

• Interpersonal skills necessary to train employees in computer systems
• Ability to work in a self-disciplined environment
• Ability to balance multiple projects, timelines, and priorities
• Excellent organizational skills and attention to detail
• Excellent verbal, interpersonal, and written communication skills
• Tenacious problem-solving skills and results-oriented mindset

Qualifications

• High School diploma or equivalent
• Previous Help Desk experience not required

Working Conditions

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds at times
• Professional office environment
• Flexibility to work evenings and weekends, sometimes with little advance notice
• Some travel required

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