Job Title:IT Helpdesk
Department:IT Services
Reports to:Information Management Officer
Supervises:None
Status: TBD
Last Updated:February 2017
Job Summary:
The IT Helpdesk position is primarily focused on resolving end-user computer, software, and printing issues. You will provide superior customer service via the phone and in person.
Qualifications:
Bachelor degree in computer science or management information systems (preferred); or equivalent professional experience.
Must complete and maintain a current A+ and Network+ certification. Should also hold a Microsoft Specialist Desktop operating system certification.
Minimum 2 to 3 years of progressive responsibilities IT.
Keen logic, decision making and analytical skills.
Advanced level of computer proficiency in banking software. Microsoft Office products, including Word, Excel and PowerPoint. Ability to effectively and efficiently utilize internet and various software products.
Detailed knowledge of institution policies, systems and operating procedures related to all types of electronic banking delivery channels.
Good interpersonal and communication skills.
Detail and multi-task oriented.
Familiarity with ticketing systems
Essential Responsibilities:
Responsible for projects in the IT area, as assigned by management.
Works with the Bank’s contracted Network Administrator on an ongoing basis.
Involved in recommendations of software and hardware improvements and enhancements, maintaining user documentation and ensuring that upgrades are implemented.
Maintains software, hardware and other equipment through routine preventative maintenance.
Reports on status of new products, services and reports as necessary.
Analyzes system requirements to develop, upgrade and implement Bank computer applications programs and software applicable to our needs.
Ensures report needs of Managers and Senior Management are met.
Has a complete understanding of the bank’s software applications and how they relate to the overall workflow of the Bank.
Willingness to adapt and to learn new skills and new ways of doing things.
Performs other duties as assigned and directed by management.
Travel between the bank’s locations.
Equipment Operated:
Personal computer with MS Office products, Cognos and other query systems, 20/20and other software, scanning equipment, associated software, calculator, fax, copier, telephone and computer printer.
Work Environment:
Work is performed from a workstation as well as troubleshooting from the end-user’s work area. You will also have contact with internal customers via the phone. The noise level in the work environment is usually moderate.
Physical Demands:
While performing the duties of this job, the employee is required to communicate effectively with others and may sit, stand, walk, and use hands to handle keyboard, telephone, paper, files, and other equipment and objects. The position requires the ability to review detailed documents and read computer screens. The employee must be able to carry office equipment weighing up to 75 pounds and transport heavier equipment.
Employee Acknowledgment:
This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the supervisor. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.
Employee Signature:______Date:______
(EOE/AAE/M/F/D/V)