Help Desk Representative

Job Description

Job Description

Role Summary:

The Help Desk Representative assists to ensure the efficient operation of Horicon Banks Information Technology and networked software architectures that support its function. Performs basic tasks, working under the close supervision of the Information Systems Manager or other Information Technology staff. Provides technical support to internal and external customers.

Principal Duties and Responsibilities:

• Encourages a supportive environment reflecting our Vision, Virtues, and Mission for employees, customers, and the community.

• Provide internal and external support in a timely manner.
• Staff the Information Technology Help Desk function including answering phones and responding to emails in a timely manner on a rotating basis with other staff members. Provide on-call support after hours, on a rotating basis.
• Perform network and PC preventative maintenance and log activity to ensure network and data integrity.
• Aid in investigation of user hardware and software problems and identify their source; determine possible solutions; test and implement solutions.
• Assist with software and application installation, upgrades, patches, and workstation builds.
• Assist in periodic restore procedures.
• Provide training to new and existing staff.
• Workstation set up and replacement.

Additional Duties and Responsibilities:

• Continuous improvement of service quality and increasing customer satisfaction goals.
• Document processes and procedures in the technical library for cross training.
• Monitor systems as needed to ensure system functionality.
• Update knowledge and develop professionally on a continuing basis. Participate in internal and external training and development opportunities as required.
• Perform other duties as may be necessary to fulfill the responsibilities of this role.
• Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to the AML/CFT team.

Knowledge, Skills, and Abilities:

• High school diploma or equivalent required. Computer systems work experience desirable.
• Proficient in Microsoft Office and other computer software products.
• Time management and planning skills; ability to prioritize a diversified workload, multitask, and work effectively under deadlines.
• Independent problem-solving skills and ability to exercise good judgment in all areas of responsibility.
• Strong customer service and listening skills; ability to effectively communicate, both verbally and in writing, with employees.

Working Conditions:

Work is performed in a pleasant office environment with minimal chance for personal injury. Frequent mental and visual concentration is necessary for listening and responding to various situations, and computer usage. Must be able to lift and move up to 25 pounds unassisted. Some twisting, bending, and turning is required. Work hours are generally during normal business hours, with occasional overtime required. Periodic evening and weekend hours are also required. Some travel may be necessary.

This role description describes the general nature and level of work performed by employee assigned to this role. It does not state or imply that these are the only duties and responsibilities assigned to the role. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

This role description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs to the employer and requirements of the role change.