Help Desk Technician

The Helpdesk Technician is the first point of contact for employees and is responsible for customer service support for company supported computer applications and platforms. Troubleshoot problems and advise on appropriate action. Responsible for performing routine daily tasks and participates in special department projects.

1. Respond to requests for technical assistance in person, via phone, or email.
2. Diagnose and resolve technical hardware and software issues.
3. Research questions using available information resources.
4. Advise user on appropriate action.
5. Follow standard help desk procedures.
6. Log all help desk interactions.
7. Follow up with employees and users to ensure complete resolution of issues.
8. Identify and escalate situations requiring urgent attention.
9. Track and route problems and requests and document resolutions.
10. Inform management of recurring problems.
11. Stay current with system information, changes and updates.
12. Help update training manuals for new and revised software and hardware.
13. Train computer users as necessary.
14. Maintain passwords, data integrity, and system security for the desktop environment.
15. Simulate or recreate user issues to better understand and resolve reported problems.
16. Install, configure, and troubleshoot computers, printers and other peripherals.
17. Perform preventative maintenance, testing, and repair of computer hardware.
18. Diligently and consistently follow departmental and organizational policies and procedures.
19. Maintains an accurate inventory of all desktop and printing equipment as assigned.
20. Troubleshoot, upgrade and support common mobile device platforms.
21. Implement projects as assigned. Provide status reports and problem summaries.
22. Respond to emergency system outages as required; work with 3rd party vendors to complete projects, upgrades and or maintenance as needed.
23. Assists in special projects and tasks as needed or the department of a diverse nature under the direction of the Network Administrator.
24. Responds to inquiries and refers issues to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.
25. Maintains basic knowledge and awareness of financial industry technical status and trends.
26. Prepares a variety of routine and special reports as required.
27. Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
28. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
29. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
30. Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations; adheres to Bank Secrecy Act (BSA) and Anti-Money Laundering Act rules and regulations.
31. Completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.
32. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

The position of Helpdesk Technician performs duties specific to the position and other functions as assigned.

The position of Helpdesk Technician is not responsible for the supervision of any employee(s).