IT Help Desk Specialist

Job Description

Job Description

This is an on-site, in-office position based in Sioux Falls, South Dakota.

Position Summary:

The Help Desk Specialist provides first-level technical support by receiving, troubleshooting, and resolving service desk calls and issues. This role partners with second-level support to escalate and resolve more complex technical issues and assists with building and maintaining the IT knowledge base. The Help Desk Specialist is also responsible for building and deploying PCs, printers, and peripheral equipment, including hardware setup and maintaining accurate inventory and related documentation.

In addition, our FIRST Values apply to all teammates without exception.

FIRST Values

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

Who we are:

The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

What will you do:

Accountabilities

Onsite Support

Aiding teammates and the wider organization with technology-related issues.

• Provide answers to users by identifying problems, researching answers, and guiding users through corrective steps.
• Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
• Determine the best solution based on the issue and details provided by teammates.
• Conduct and participate in training sessions for new and existing teammates.
• Log all calls, troubleshoots with teammates, takes necessary steps to resolve the issue and helps in the coordination and completion of unfinished calls using other resources.
• Use various software tools to proactively work with teammates to address issues and solve concerns.
• Record events and problems and their resolution in logs.
• Respond to teammate issues via phone, email, and computer chat in an appropriate and timely manner.
• Provide feedback on processes and make recommendations on areas of improvement, including analyzing and identifying trends in issue reporting and devising and recommending preventive solutions.

Asset Management

Responsible for ensuring an FNBSF’s assets are accounted for, deployed, maintained, upgraded, and disposed of properly.

• Install, make changes, and repair computer hardware and software.
• Responsible for new hire and existing user hardware setup including laptops, tablets, and all peripherals.
• Implement, troubleshoot, and process end-of-life disposal of network printers.
• Responsible for maintaining and enhancement of various infrastructure hardware.
• Log and maintain computer hardware assets in asset management system.
• Maintain technical documentation on installation of software, configuration of hardware, and problem troubleshooting.

Qualifications

Secondary education in Computer Science or related field preferred. One or more years of relevant work experience in IT or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Demonstrate ability to be creative in deploying problem-solving skills. Solution-oriented.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Demonstrate self-starter qualities and effectively manage and prioritize multiple tasks to meet deadlines.
• Ability to adapt to the needs of the organization and teammates.

What’s in it for you?

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More!