Help Desk Specialist I

POTOMAC BANK INC•Charles Town, WV

6h•Onsite

About The Position

The Helpdesk Specialist provides frontline technical support to bank employees across all branches and departments. This role ensures that staff can work efficiently and securely by troubleshooting hardware, software, network, and core banking system issues. As part of a small IT team, the Helpdesk Specialist wears multiple hats—supporting daily operations, assisting with system maintenance, and helping uphold the bank’s cybersecurity and compliance standards.

Requirements

Ability to interact well with users and customers and deal effectively with their questions or problems.
Knows/learns the Bank’s software applications thoroughly.
Continuously demonstrates a helpful, friendly attitude and is committed to providing excellent customer service.
Serves as a model of excellent customer service to other employees.
Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
Minimum of one (1) year work related experience desired; preferably in a financial or regulated environment.
Knowledge of fundamental operations of relevant software, hardware and other equipment.
Experience researching, analyzing and interpreting automated system problems.
Related experience and training in troubleshooting and providing help desk support.
Excellent oral and written communication skills.
Excellent attention to detail.
Ability to follow complex and unique processes and adapt to change quickly.
Ability to manage multiple issues in a fast-paced and deadline driven environment; effectively follow processes as well as prioritize and execute tasks.
Proven ability to work as part of a team as well as show initiative and ability to work independently.
Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common business applications.
Familiarity with network basics (TCP/IP, DNS, VPN) and remote support tools.
Understanding of cybersecurity best practices and data protection principles.
Excellent communication skills and a service oriented mindset.
Ability to work independently, prioritize tasks, and support multiple branches.
High level of integrity and discretion when handling sensitive information.

Nice To Haves

Experience with core banking systems or financial services software is a plus.
Bachelor’s degree in information technology, Computer Science, or related field; or equivalent experience; or certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications; minimum of three (3) years work related experience; preferably in a financial or regulated environment.

Responsibilities

Provide Tier 1–2 technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other bank equipment.
Troubleshoot software issues, including Microsoft 365, Windows OS, remote access tools, and banking applications.
Support core banking systems by assisting users with access issues, navigation questions, and basic troubleshooting.
Monitor and respond to helpdesk tickets in a timely, customer focused manner.
Set up and maintain user accounts in Active Directory, email, and other internal systems following security protocols.
Install, configure, and update hardware and software across branches.
Assist with cybersecurity practices, including patching, antivirus monitoring, MFA support, and employee security awareness.
Document procedures, troubleshooting steps, and system changes to support knowledge sharing and audit requirements.
Coordinate with vendors for escalated issues involving network services, hardware repairs, or specialized banking software.
Support IT projects, such as system upgrades, equipment rollouts, and branch technology improvements.
Ensure compliance with FFIEC guidelines, internal policies, and information security standards.
Maintain a neat and orderly work area and ensure that all negotiables and confidential records are properly secured each day.
Understand role in case of robbery, whether victim or bystander, and know proper post-robbery procedures.
Present a professional appearance that evokes the customer’s trust.
Adhere to all bank policies and procedures and to internal controls and system access restrictions.
Safeguard all account information and proprietary software knowledge.
Pursue additional education or training to remain current, improve knowledge, and diversify skills.
Assist supervisor with tasks and projects as required and requested.
Multi-task under pressure and in a fast-paced environment.
Willingness to work when problems arise.
Learn technologies and software tools that are implemented to meet the needs of a fast-paced and changing landscape.