Information Technology Help Desk Specialist

Description

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Summary

: The Help Desk Specialist’s primary responsibility is to resolve, triage, escalate, and track all incoming requests for technical assistance. This includes systems analysis, purchase and provisioning, implementation and deployment, upgrades and technical/administrative support. The position reports to the Chief Technology Officer and will work closely with IT team members and bank staff to ensure the reliability, security, and efficiency of the bank’s network, applications, printers, phones, mobile devices, remote access, video and other systems/platforms.

Requirements

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive and exceptional service in accordance with the Bank’s customer service standards.
• Provide first and second level technology service desk support for internal employees; answer, evaluate and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems.
• Record, track, and document the service desk incident/problem/change problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Manage the Bank’s service desk ticketing system following basic ITIL standards while adhering to the expected IT SLA requirements.
• Set up user accounts, permissions and passwords; install, troubleshoot and repair hardware, software, printers, phones and AV equipment.
• Order equipment and software as required and coordinate with vendors.
• Work with 3rd party vendors and internal s