Help Desk Technician I (FT)

About the role

The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical assistance and support. This position provides exceptional customer service while resolving routine hardware, software, network, telecommunications, and application issues. The technician documents incidents, fulfills service requests, escalates complex issues when appropriate, and contributes to maintaining a secure and compliant technology environment.

The technician assists in testing and implementing software, hardware, or procedures to support bank goals and completes, monitors, and reports on recurring tasks. They also provide regular and preventative maintenance for bank systems.

Responsibilities

• Assist users with Microsoft Windows, Microsoft 365, Teams, Outlook, SharePoint, and applications.
• Respond to user requests for assistance and provide 1st level support and triage on all calls.
• Escalate to senior team members as appropriate.
• Monitor and follow up on unresolved tickets to ensure satisfactory resolution.
• Update tickets/knowledge base with actions taken for resolution and status through closure.
• Support the achievement of Help Desk service level objectives and customer satisfaction.
• Install, configure, and maintain workstation hardware, software, and peripherals.
• Configure and deploy technologies to support on/off-boarding needs for new or changed employees.
• Monitor event logs and status of various cyber controls to ensure optimal performance.
• Participate in after-hours support or on-call rotations when scheduled or required.
• Adhere to and maintain bank systems consistent with bank standards, procedures, policies, best practices, and regulations.
• Complete BSA, AML, and other regulatory and continuing education as assigned.
• Perform additional duties as requested.

Requirements

• High School Diploma or G.E.D required.
• Associate or bachelor’s degree (or actively pursuing) and/or certifications in IT or Cybersecurity such as Security+, Network+, Microsoft Certifications, etc. desired.
• Help desk support and ticketing software experience preferred.
• Experience with Windows 11, Microsoft Office, 365, and email preferred.
• PC/Laptop management, configuration, and troubleshooting experience preferred.
• Knowledge of Apple iPhone, iPad, and Mobile Device Management.
• Ability to triage copier/printer and other peripheral hardware issues.
• Understanding of antivirus, vulnerability patching, and cybersecurity controls.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• User access controls management (Active Directory, Share Permissions).
• Endpoint security tools management/troubleshooting.
• Audio/Video System Management/Troubleshooting.

Competencies

• Adaptability/Flexibility
• Analytical Skills
• Initiative
• Organizational Skills
• Problem Solving

Physical Demands

• Lift/Carry:
  • 10 lbs or less: Occasionally
  • 11 – 20 lbs: Occasionally
  • 21 – 50 lbs: Occasionally
  • 51 – 100 lbs: Not Applicable
  • Over 100 lbs: Not Applicable
• Stand: Occasionally
• Walk: Frequently
• Sit: Constantly
• Handling/Fingering: Occasionally
• Reach Outward: Occasionally
• Reach Above Shoulder: Occasionally
• Push/Pull:
  • 12 lbs or less: Occasionally
  • 13 – 25 lbs: Occasionally
  • 26 – 40 lbs: Occasionally
  • 41 – 100 lbs: Not Applicable
• Climb, Crawl, Squat or Kneel, Bend: Not Applicable

Occasionally: Activity up to 33% of the time (0-2.5+ hrs/day)
Frequently: Activity from 33%-66% of the time (2.5-5.5+ hrs/day)
Constantly: Activity more than 66% of the time (5.5+ hrs/day)