Help Desk Technician I

General Description of Position:
The Help Desk Technician 1 is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.

Essential Duties and Responsibilities:
1.Monitor and triage incoming support requests via phone or ticketing system. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
2.Provide Tier 1 support for Information Technology and Banking Systems issues by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
3.Provide Tier 2 support for Banking Systems issues and for Information Technology issues that can be handled remotely.
4.Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
5.Ensure problem and solution documentation, creating and managing content for support knowledgebase.
6.Other duties as assigned.

Education:
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.

Experience:
12 to 18 months related experience and/or training.

Core Competencies / Additional Info
Must provide excellent customer service consistent with Service with HEART to all customers - internal and external. Must maintain confidentiality of customer and bank information at all times. Must comply with all internal controls and established bank policies and procedures at all times. Must have a working knowledge of all bank products and services in order to ensure that customer needs are consistently met. Will have the opportunity to represent the Bank at community events and in civic organizations.