Service Desk Technician

Job Description:

General Statement of Duties: Under the direction of the Service Desk Supervisor, the Service Desk Technician will provide technical assistance to internal bank users. The Service desk technician must have significant technical knowledge to be able to communicate effectively with users of varied technical knowledge and abilities.

Major Duties and Responsibilities:

• Prioritize and resolve requests in an efficient and courteous manner.
• Document any/all steps taken. in troubleshooting for escalation, as necessary.
• Regularly add/update information to the internal knowledge base for internal and external use
• Maintain strict confidentiality regarding individual and corporate information as well as corporate intellectual property.
• Serve in on-call rotation with other Service Desk staff on evenings, weekends, and holidays, as assigned.
• Perform hands-on and remote support at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications, and performing preventative maintenance
• Determine the best solution to effectively resolve the issue the first time
• Consistently meet published Service Desk KPI’s (key performance indicators)
• Follow-up with users as needed to drive issue to resolution
• Identify and suggest possible improvements on processes and procedures

Minimum Qualifications:

• Knowledge, Skills and Abilities:
• Related college degree with 1-2 years’ experience, or 2-3 years’ experience without a degree.
• Functional knowledge of Windows operating systems, Microsoft Office, Chrome and Edge web browsers, , and Active Directory required.
• Basic knowledge of Linux, Mac OS, and iOS a plus.
• Knowledge of PC hardware, networked and stand-alone printers, basic networking, antivirus software, and other common PC applications.
• Basic knowledge of mobile device including iPhones, iPads, and Androids.
• Basic knowledge of IP networking
• Basic understanding of VMware vSphere and Horizon View
• Ability to diagnose and resolve basic software and hardware problems.
• Excellent verbal and written communications skills, including technical to non-tech translation.
• Ability to work independently and with minimal supervision.
• Ability to change focus on short notice as needed.
• Identify trends in support calls and notify management of increasing trends, unusual activity, or repeated activity.
• Ability to write Knowledge Base articles for internal and customer facing use.

Job Requirements:

Working Conditions:

• Office environment.
• Must be able to sit for long periods of time.
• Manual dexterity. Must be able to manipulate keyboard, phone, etc. as necessary to complete work.
• Must be able to see to read required documentation.
• Must be able to work additional hours as necessary to meet business needs.