Help Desk Specialist

Job Description

Job Description

Role : Responsible for first line technical support to employees on a variety of issues over the phone, e-mail, or on-site.

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, peripherals, telephony, and network connectivity.

Responds to inquiries from various users on system problems or informational needs by making minor adjustments or timely repairs.

Performs any necessary system checks and monitors consoles

MAJOR DUTIES AND RESPONSIBILITIES

End-User Support : Administer and maintain end user accounts, permissions, and access rights. Install, configure, maintain, and troubleshoot end user workstation hardware, software, and peripheral devices.

Ensure network connectivity of all workstations and administer equipment, hardware and software upgrades. Perform problem determination and create problem tickets for third-party hardware and network services.

Create service calls with vendors and / or contact designated IT or branch personnel to assist in resolution of issues, as necessary.

Monitor vendor service calls to ensure timely repair.

Server Management : Assist with the management of servers, including e-mail, print, and backup servers and their associated operating systems and software.

Assist with server and security audits as well as system backups and recovery.

Security Solutions : Assist with the management of security solutions, including cloud-based firewall, anti-virus, and intrusion detection systems.

IT and Network Asset Management : Maintain processes, policies, and standards for managing the IT asset portfolio. Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.

Projects : Assist with projects leading to continuous improvement of equipment, processes, procedures and outcomes in various IT-related fields.

Communication & Participation : Keeps management informed of area activities and any significant problems. Attends and actively participates in meetings, as needed.

Compliance : Stay current with the latest information security standards, emerging technologies, and software updates to ensure the protection and integrity of organizational data.

Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

As Assigned : Completes all projects, as assigned, accurately and in a timely manner.

KNOWLEDGE AND SKILLS

Experience :

At least one year of computer related experience and / or training - Experience with help desk support for Windows 10 & Windows 11, Anti-Virus software, and Dell hardware a must

IT experience in the financial services industry is preferred.

Education, Certifications, Licenses :

High School graduate or equivalent. A two-year college degree or completion of specified courses in related field is preferred.

Interpersonal Skills :

• Active Listening : Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.
• Communication : Excellent verbal and written communication skills for conveying information clearly and persuasively to diverse audiences.
• Conflict Resolution : Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes.
• Emotional Intelligence : High level of self-awareness, empathy, and the ability to understand and manage one's own emotions and those of others.
• Ethical Integrity : Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect.
• Team Collaboration : Working well with others in the support team and across departments to share information, resolve issues, and improve customer satisfaction.

Other Skills

• Adaptability : Flexible handling change, challenges, and uncertainty in a fast-paced environment.
• Attention to Detail : Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.
• Continuous Learning : Commitment to improving one’s knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.
• Problem-Solving : Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.
• Technical Proficiency : Familiarity with customer support tools, software, and technologies used in managing customer inquiries, tracking issues, and maintaining records.
• Time Management : Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.

ADA REQUIREMENTS :

Physical Requirements : Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 40 lbs.

Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.

Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.

Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Must be capable of regular, reliable and timely attendance.

Working Conditions : Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and / or Emotional Requirements : Must be able to perform job functions independently and work effectively either on own or as part of a team.

Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions.

Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform complex mathematical calculations with extreme accuracy.

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace.

Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.