Help Desk Technician

Hours: Monday - Friday 8:00am - 5:00pm

Responsibilities and Duties: The associate provides the first level of support to all associates for personal computer hardware and software problems, Local Area Network password problems, e-mail problems, mainframe system problems, telephone usage, and other systems related issues. This position requires the prioritization of computer problems and the coordination of available resources to solve those problems.

• Answer multiple internal customer phone requests for computer support services in a courteous and efficient manner. Prioritize these requests, enter them into the Help Desk database, and direct them to the appropriate staff member/vendor. Effectively coordinate the available resources (field techs, support staff, vendors).
• Provide first level of support services for computer systems users in the areas of personal computer hardware and software, Local Area Network password and e-mail problems, mainframe system problems, telephone usage, and other systems related issues.
• Set up new users on Local Area Networks and move users between file servers.
• Participate in research, planning, and development of procedures and processes designed to assist internal customers/end users and proactively eliminate future end user problems. Includes setting new standards in how computers are set up, originating new ways of dealing with internal customers, etc. This position constantly involves coming up with new ways of troubleshooting problems.
• Print daily and monthly reports and distribute them appropriately.
• Communicate with internal customers and vendors regarding the status of pending work orders.

Education and Experience:

• One-year certificate from college or technical school or equivalent combination of education and experience that gives an understanding of work procedures, job standards, and the job knowledge that may be required.
• One to two years experience in Local Area Network/Wide Area Network structure, mainframe system, Telecommunications area, software, are all preferred.
• Two or more years general banking experience preferred.
• Excellent analytical skills and attention to detail
• Excellent time management, organizational and problem-solving skills

Qualified individuals should apply in person at 5010 University Avenue.