Help Desk Technician

Job Description

Job Description

Help Desk Technician

The Institution for Savings is seeking a Help Desk Technician to provide general in-house technical support, assisting with installation, maintenance and troubleshooting of personal computer hardware and software. Involves general network and system administration to ensure smooth and efficient operations.

Responsibilities:

• Answers, evaluates, and prioritizes incoming Help Desk request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by Software or hardware for example MS Word, MS Outlook, Jack Henry’s Xperience or other Bank supported software, printers, cables or telephone.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring to more complex problems to supervisor or tier II technical staff.
• Logs and tracks requests using Help Desk tracking system and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as Help Desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce Help Desk incident rate.
• Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
• Writes or revises user training materials as needed.
• Trains users on software and hardware as needed.
• Installs personal computers, software and peripheral equipment.
• Participates in a Saturday on-call rotation.
• Writes or revises infrastructure run books/application materials as needed.

Job Qualifications:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Advanced knowledge of the Microsoft Office Suite.
• Excellent written, verbal and interpersonal communication skills.
• Strong organizational skills to perform and prioritize a high volume of tasks simultaneously.
• Ability to speak effectively before groups of customers or employees of organization.
• Knowledge of Jack Henry Database software.
• Knowledge of MCP, Microsoft 365 Certified Administrator, CompTIA IT Fundamentals+(ITF+) and/or CompTIA A+
• Embrace a team-oriented culture and work collaboratively across the Bank to support the Bank’s strategic growth plans.

Hourly Range: $26.50-$35.00

The salary range listed is just one component of the Bank’s total compensation package. Other rewards include fully paid medical, dental and vision insurance, as well as dollar-for-dollar 401(k) match up to 10%; life insurance; disability plan; pension plan after 2 years of service; generous vacation and paid-time off; and quarterly incentive.

The Institution for Savings is an Equal Opportunity Employer.

Member FDIC. Member DIF.