Job Details
Description
The IT Help Desk Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
- Field incoming IT related help requests from end users via telephone and e-mail in a courteous manner
- Troubleshoot hardware and application issues over the phone
- Conduct research into a wide range of computing issues as required
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem within the helpdesk application
- Prioritize helpdesk tickets and escalate (when required) to the appropriate staff member
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Use diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used by the bank
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow-ups to help requests
- Travel to branch locations to perform IT functions
- Work with vendors to troubleshoot issues and schedule technician repair time
Requirements- Technical certifications a plus
- One year work experience in an IT support role
- Knowledge of basic computer hardware
- Knowledge of smartphone IOSs (Apple and Android)
- Experience with desktop support in a Windows 10 environment
- Experience working in a team-oriented, collaborative environment
Work Conditions- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripheral