IT/Network Help Desk Associate

Resolve technology-related issues by phone or in person with line of business technology users using professional and responsive customer service skills and capabilities.

·   Serve as the first point of contact for bank employees seeking technical assistance/problem resolution, working requests by way of phone and/or email.

·   Perform remote & on-site troubleshooting through diagnostic techniques and pertinent questions.

·   Determine the best solution based on the issue and details provided and walk employees through corrective action or take corrective action as appropriate.

·   Research unresolved issues or direct to the next level of support staff.

·   Provide support to banking office staff by installing and/or moving computer equipment and systems as needed

·   Track issues and resolutions in appropriate ticketing systems.

·   Follow-up and update employees on resolution status and information until issue is resolved

·   Manage response times on any outstanding “tickets” or calls.

·   Identify and suggest possible improvements on processes and procedures.

·   Communicate any significant matters or patterns to senior IT Associates or the IT Director

·   Proven experience as a help desk technician or other IT customer support role.

·   Strong problem solving skills

·   Working knowledge of IT concepts and practices.

·   Good understanding of computer systems, mobile devices and other tech products.

·   Ability to diagnose and resolve basic technical issues.

·   Effective oral and written communication skills.

·   Basic problem-solving and analytical skills.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

·   Proficiency in using personal computers and products like Office 365, Azure, including end-user tools like Excel, Outlook, Word, etc.