IT Support Desk Technician

Helpdesk Technician

Provide first-line technical support to help users resolve computer hardware, software, and network problems. Maintains excellent customer service for the bank and its customers by answering phone calls and emails promptly, monitoring the helpdesk and assigning tickets, assisting IT Director with Jack Henry requests.

• Answer phone calls, email and ticket
• Create tickets for end users
• Assist with imaging of PCs and deployment to end users
• Maintain supplies/inventory of physical items
• Review ATM status every morning
• Acts as liaison between Jack Henry and end users; requires taking ownership of JHA tickets
• Troubleshoot problems with PCs and software (OS, apps, basic networking)
• Maintain categories for tickets
• Work with Dell warranty services to repair PC hardware
• Use remote support as much as possible
• Ensure other team members will answer phone calls if absent from desk
• Provide patience and excellent customer service to all bank employees
• Send complex or unresolved problems to second-line or specialized IT support team
• Report frequent or recurring problems to IT Director
• Provide reports of problems/outages to IT Director
• Other duties as assigned by IT Director

Troubleshooting, customer service minded, imaging computers, basic networking skills, OS and Application troubleshooting skills, ability to escalate issues, general knowledge of Information Technology.