Help Desk Specialist I

Northwest Bank of Rockford•Winnebago, IL

34d•Onsite

About The Position

Provide first level support to end users of the Foresight Bank enterprise in regards to workstation operations, network connectivity, and printer setup and troubleshooting. This position will also encompass responsibilities for basic office productivity applications, installation and administrative support of core production applications and helpdesk administration.

Requirements

HS Diploma or equivalent required
Ability to physically lift devices weighing up to 45 pounds.
Must have a valid driver's license and reliable transportation.
Basic knowledge of x86 based workstations and personal computers
Basic knowledge of MS Windows Operating Systems (Windows 10)
Basic knowledge of MS Office suite applications
Basic network knowledge of TCP/IP connectivity
Basic Microsoft Active Directory knowledge

Nice To Haves

Associates degree in MIS/IS, certifications (CompTIA, MCP, MSCE), or commensurate work experience a plus.

Responsibilities

Acknowledge and record all help desk request that are received by email, web submission, MS Teams or phone calls into the ticketing platform.
Assist end users with basic support for office productivity applications such as Microsoft Word, Excel, Power Point, etc.
Resolve desktop problems by providing appropriate responses to end users and basic troubleshooting through proscribed procedures.
Assist with the survey, preventative maintenance and logging of assigned equipment in the Foresight Enterprise.
Assist with the upkeep of the IT department's software and application documentation library.
Assist with the setup and administration of computer and user accounts to applicable systems.
Participate in the coverage of basic user support during defined on call hours. Certain weekdays, weekend hours and certain holidays.
Participate in disaster recovery testing and procedures as necessary.
Assist with the compliance management for requisitioning, delivery and disposal of all information assets in the Foresight Enterprise. Adhere to department policies and procedures regarding IT management. Complete assigned project task.
Assist end users with the setup of personal devices using Mobile Device Management platforms.
Basic support and troubleshooting of conference room and phone systems.
Basic support and troubleshooting of remote access systems.
Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.
Coordinate tasks and projects with Shared Services and Infrastructure departments.
Basic support and troubleshooting of conference room and phone systems.
Basic support and troubleshooting of remote access systems.
Patch Management utilizing the organizations RMM.
Basic knowledge of Microsoft Cloud Applications/SharePoint