IT Clerk - Help Desk

Job Description

Job Description

JOB PURPOSE

Provide help desk assistance and technical support for all types of issues affecting end users, respond to user requests for assistance, provide technical support to users and analyze trends to determine more efficient methods for prevention of repetitive issues. Responsible for creating feedback mechanisms for end users to analyze results, make recommendations for support process improvement, and implement changes. Performs continued PC maintenance, upgrades, inventories, and installs.

ESSENTIAL DUTIES, RESPONSIBILITIES, AND FUNCTIONS

• Must maintain the company’s policies regarding Standards of Conduct and Confidentiality.
• Provide first line support for company’s applications, systems, and technical processes.
• Provision and maintain asset inventory for computers, phones, printers, etc.
• Provide support to all company locations. This will require ability to quickly travel to other locations on an as needed basis or upon request.
• Maintain a positive, helpful attitude with end users.
• Accurately input, manage, and process support requests in the Help Desk application. This includes time tracking, and resolution documentation.
• Follow cyber security guidelines to ensure the security of the systems.
• Create and maintain computer systems’ images.
• Communicate with team about unresolved issues, to find resolution or escalate issues where appropriate.
• Requires support on weekends and frequently requires alternate schedules, including early morning and late evening hours.
• Execute established procedures to provision, maintain, and decommission user accounts, and access permissions.
• Perform daily compliance audits of various systems and executes changes.
• Train users on proper software use and security best practices.
• Provide level 1 troubleshooting for network, system, and core banking issues before escalation.
• Assist with computer build experimentation, new software evaluation, including documentation.
• Provide level 1 support and maintenance for the backup and recovery systems.
• Provide user provisioning for Exchange, Office 365, and other tier 1 applications.
• Provide network and system log collection and level 1 analysis. This includes contacting and working with vendors.
• Hardware and Software procurement and tracking.
• License accounting and inventory.
• Level 1 operation of switch and wireless issues. (e.g. troubleshooting locked out ports).
• Enrollment and management of devices in MDM platform.

MINIMUM EDUCATION AND QUALIFICATIONS

• A.A. (Associates) degree or two years directly related education is required.
• Two to three years of directly related PC/LAN experience required.
• Microsoft Office Suite, Windows 7, Windows 10, active directory, general knowledge of LAN/WAN hardware, operating systems, and basic networking concepts such as DNS, DHCP, TCP/IP expected.
• Experience with Lync, Office 365, and Exchange a plus.