TowneBank Mortgage - On-site Service Desk Specialist I

TowneBank embraces a hometown banking philosophy, where family members, directors, and employees are active volunteers, serving on numerous boards and donating their time and talents to local organizations. The bank is committed to exquisite service for members, creating value for shareholders, and promoting the social, cultural, and economic well-being of the community.

About the role

The Service Desk Specialist plays a vital role in delivering exceptional technical support and ensuring a seamless technology experience for employees across the organization. This hands-on position supports, maintains, and optimizes end-user devices, including laptops, desktops, printers, and business applications. The role involves troubleshooting and resolving hardware and software issues, performing installations and upgrades, and proactively maintaining technology assets to maximize performance and reliability. The Service Desk Specialist serves as a trusted technical resource, helping employees stay productive while contributing to a stable, efficient, and secure IT environment.

The good-faith compensation range for this role is $50,000 to $65,000 per year, based on market conditions, internal equity, and candidate qualifications.

Responsibilities

• Use automated tools to image workstations to departmental specifications
• Install client software or applications as needed
• Track and manage service tickets according to established SLAs
• Physically move completed systems to assigned office locations
• Migrate user data, settings, and applications from old hardware to new hardware
• Assist with the migration and integration of newly acquired companies into the organization
• Verify user access to network resources as required
• Provide basic instruction to users as needed
• Remove and retire old systems as required
• Provide updates for inventory controls
• Manage and support antivirus software
• Install, upgrade, and troubleshoot computer hardware and software
• Maintain vendor relationships for continuous and accurate support of services
• Collaborate with other departments to resolve complex issues
• Set up and test workstations, peripherals, and printers for Windows and/or Mac environments
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users
• Recommend and implement corrective solutions, including offsite repair for remote users
• Implement performance upgrades to computers, including installation of CPUs, I/O and NIC modules, hard drives, RAM, etc.
• Update and maintain an inventory of all computers, monitors, keyboards, hard drives, modems, network cards, and other components and equipment
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal
• Log all hours in the time tracking system to assess workflow process
• Perform other duties as assigned
• Comply with all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA)

Requirements

• Team player who can also work independently
• Able to interact effectively and professionally with all employees, staff, and service providers
• Flexible with work hours as business needs arise
• Working knowledge of operating systems: Windows 11, Microsoft Office 365, and Mac OS
• Proven ability to troubleshoot complex issues related to Microsoft Desktop Operating Systems
• At least 3 years and/or equivalent experience in an IT support position (technical help desk/support center, end-user training, etc.), with at least 2 years in a formal help desk organization
• Excellent oral and written communication skills
• Excellent listening and troubleshooting skills
• Commitment to consistently providing superior customer service
• Ability to multi-task and prioritize work
• Thorough understanding of PC hardware and OS architecture
• Proven proficiency in using and supporting Microsoft Office products
• Experience using various types of remote control and call-tracking support tools
• Commitment to continuous learning and staying current with emerging technologies
• Able to lift a minimum of 40 lbs, required for moving hardware (laptops, desktops, monitors, etc.)

Physical Requirements

• Express or exchange ideas by means of the spoken word via email and verbally
• Exert up to 10 pounds of force occasionally, use arms and legs, and sit most of the time
• Close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
• Not substantially exposed to adverse environmental conditions

The physical demands described are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these responsibilities.