Information Technology Helpdesk Support

Full‑time position in Quakertown, PA.

About the role

As a new Information Technology Helpdesk Support professional at QNB Bank, you will immerse yourself in a fast‑paced and energetic environment. Your day‑to‑day responsibilities include providing first‑line technical support to staff and customers, troubleshooting hardware and software issues, and guiding users through technical challenges. You will maintain detailed records of customer interactions and technical problems, consistently striving for excellent customer service.

General Duties and Responsibilities

• Serve as first point of contact for technical assistance on computer and network‑related problems.
• Resolve helpdesk issues in a timely manner while providing a high level of customer service.
• Administer and maintain computer systems and software used by the organization and ensure their operational efficiency.
• Maintain accurate inventory of all applicable hardware and software systems.
• Ensure report sign‑offs are completed accurately and on time.
• Configure user accounts and permissions according to change control policies and procedures.
• Maintain or create documentation to support new and existing processes.
• Manage mobile device compliance, verifying and remediating device configurations such as encryption, passcodes, and other policy‑driven settings.
• Visit branch locations as needed to upgrade or replace hardware.
• Ensure backup, restore, and tape jobs are executed and completed according to schedule.
• Escalate issues to systems administrators when necessary.
• Provide occasional on‑call after‑hours support on a rotating schedule.
• Work with supervisor and other IT staff to execute strategic technology projects.
• Support customers with remote deposit capture (RDC) installations and operating issues.
• Complete assigned compliance training promptly and apply it to duties.
• Perform operational tasks based on daily, weekly, and monthly checklists.
• Perform other related duties as assigned.

Required Training, Experience, and Education

• High school diploma or equivalent.
• Intermediate knowledge of Microsoft Windows and Office 365 products.
• Ability to meet deadlines and complete technical tasks under pressure.
• Strong interpersonal, verbal, and communication skills; capable of training users and writing basic documentation.
• Proven ability to work constructively with all levels of employees and vendors.
• Effective problem‑solving skills and ability to contribute to a team environment.
• Demonstrated ability to analyze and solve technical problems related to personal computer and server hardware and software.
• Physical ability to lift and maneuver up to 50 pounds.

Preferred Training, Experience, and Education

• Two years of college coursework at an accredited institution with an emphasis in MIS or related fields, or two years of progressively responsible IT experience.
• Experience with current Windows Server and PC operating systems.
• Experience with Microsoft Active Directory and related management tools.
• UNIX/Linux experience.
• Microsoft certification.
• Network diagnostics and forensics experience.
• Basic knowledge of banking.