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IT Help Desk Specialist

Summary:  Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Assists in the on-going maintenance of the Bank’s information systems. Relies on instructions and pre-established guidelines to perform the functions of the job.

Must-haves
  • Associate's degree or ongoing college level coursework in a computer related field
  • Proficient in Microsoft Office software.
  • Previous Help Desk troubleshooting experience.

Nice-to-haves
  • Experience working in a help desk capacity, preferably in the banking industry.

A Day in the Life
  • Provides technical assistance and support for incoming queries and issues related to computer systems, software, hardware and phone equipment.
  • Respond to queries in a timely manner.
  • Asks questions to determine nature of problem.
  • Walks customer through problem-solving process.
  • Follow up with customers to ensure issue has been resolved.
  • Identifies and escalates situations requiring urgent attention.
  • Trains computer users.
  • Maintains daily performance of computer systems.
  • Installs, modifies, and repairs computer hardware and software.
  • Cleans up computers.
  • Runs diagnostic programs to resolve problems.
  • Escalates issues within appropriate timeframe