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