Helpdesk Specialist 1

Position Summary

The Helpdesk Specialist Level 1 will work in a customer service-oriented environment, providing efficient and accurate technical support to users. As a member of Union Bank and Trust’s front-line helpdesk team, you will answer questions and resolve basic technical problems in person, via telephone, or electronically. You will assist in administering and maintaining internal PCs and corresponding software, ensuring customer value is maintained to the company's standards.

Essential Functions

• Respond to in-house user inquiries regarding computer software and/or hardware operation to resolve problems.
• Track, route, and monitor open tickets to ensure timely resolution.
• Collaborate within a team environment and escalate unresolved issues to appropriate technical teams.
• Perform minor repairs to hardware, and peripheral equipment or replace them as directed.
• Set up equipment for employee use, ensuring proper installation and cable management.
• Follow up with customers, communicate effectively, and see problems through to the resolution.
• Utilize excellent customer service skills and exceed customers’ expectations daily.
• Comply with bank policies, procedures and strategies to provide efficient and effective service.
• Manage new employee creation in various systems and handle changes and transfers of employees.
• Provide on-call support for internal employees after hours on a rotational schedule.
• Demonstrate technical understanding and intellectual curiosity to expand knowledge regularly.
• Understand and adhere to all bank policies, laws and regulations applicable to their role.
• Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.

Qualifications

• 1-2 years applicable industry experience preferred.
• Experience with the following but not limited to: Microsoft M365 product suite, Active Directory, Windows Operating Systems, Citrix, basic hardware troubleshooting.
• Valid Nebraska Driver’s license.
• A+ Certifications or a degree in the field of employment (preferred).

Preferred Talents

• Analytical and detailed oriented.
• Effective communicator and listener.
• Advanced troubleshooting and multi-tasking skills.
• Independent with good judgment.
• Customer service focused.

Working Environment

• After training, the shift will be 8 hours within the hours of 7:00am to 5:00pm.
• Mostly indoor work with occasional exposure to outdoor elements or hazards.
• Medium workload – lifting and/or carrying up to 20 pounds frequently and exerting up to 75 pounds of force occasionally.
• Some travel required.
• This role has the potential to be eligible for hybrid work from home opportunity under the work from home guidelines up to one day per week upon completion of onboarding.