Helpdesk Intern

American State Bank & Trust Company•Williston, ND

11h•Onsite

About The Position

The Helpdesk Technician will support the IT Department with helpdesk tickets, routine maintenance tasks and assigned projects. Provide user support and service on computer applications and hardware. Assist with hardware support of bank equipment. Troubleshoot problems, determine and document resolutions and advise on the appropriate action. Research, write and maintain IT documentation and related departmental procedures. Provide assistance, as needed, with network and systems administration and support.

Requirements

An Associate degree in Computer Science or related field and/or 1+ years of current and progressive experience.
Working knowledge or 2 years of related experience through education and training of fundamental operations of relevant software, hardware and network systems; including latest versions of Microsoft Office and Windows.
Knowledge and experience of customer service practices.
Excellent interpersonal, verbal and written communication skills.
Confidentiality and tactfulness in dealing with bank and customer information is mandatory.
Ability to conduct relationships with co-workers, customers, the community and the overall public in a manner which will enhance the bank’s image and comprehensive marketing effort.
Will be called upon from time to time to participate with community organizations and projects.
Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), GLBA and Office of Foreign Assets Control (OFAC) to name a few.
Ability to remotely and locally diagnose system issues.
Ability to multi-task, handling ongoing projects and support issues.
Strong written, verbal and interpersonal skills.
Ability to independently research and learn new technologies.
Ability to work in a team environment and assist in project planning and implementation.
Proven ability to work effectively across all levels of the organization and develop positive working relationships.
A positive attitude and aptitude for embracing change and applying technology solutions to solve business problems.
A mindfulness and ability to work with others to earn their trust and acceptance of new technologies and change.
Demonstrated conceptual thinking and analytical skills to effectively provide problem solving capabilities to operating problems.
Must be highly organized and capable of handling multiple tasks concurrently, are able to redirect priorities based upon current workload (Able to respond quickly in a demanding environment).
Must be able to perform all functions independently with supervision, minimal or otherwise, in a reasonable amount of time.
Stays current with emerging technology trends.
Must possess a valid driver’s license to meet the requirements of this role.
Regular travel is essential for fulfilling job responsibilities.

Nice To Haves

Experience with enterprise-wide banking systems a plus.
Experience with Microsoft 365 and Hosted Exchange a plus.
Experience with Microsoft Windows Server a plus.

Responsibilities

Respond to requests for technical assistance in person, via phone and electronically
Ensure and foster a customer centric positive attitude.
Provide installation, configuration, troubleshooting, maintenance and support of desktops, software, printers and other peripheral devices.
Diagnose and resolve technical hardware and software issues.
Assist with installation, configuration, troubleshooting, maintenance and support of network hardware, software and systems.
Document all work and resolutions.
Assess and recommend system changes for enterprise wide services and applications.
Collaborate with IT staff for problem management of complex technical support issues.
Research questions, resolutions to problems and other issues.
Act as a technician for help desk requests and adhere to standard help desk procedures.
Redirect problems to appropriate resources.
Identify and escalate situations requiring urgent attention.
Track and route problems and requests.
Prepare any required reports
Stay current with system information, changes and updates.
Staff is required to be flexible with their weekly hours due to workflow and other unique situations that may arise.
Complete all initial and annual training requirements as outlined by ASBT.
Perform all other duties as required, consistent with the goals, objectives and responsibilities of the Information Technology function.