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.