Helpdesk Specialist 1

Union Bank & Trust Career•Lincoln, NE

12d•Hybrid

About The Position

The Helpdesk Specialist Level 1 will work in a customer service-oriented environment, providing efficient and accurate technical support to users. As a member of Union Bank and Trust’s front-line helpdesk team, you will answer questions and resolve basic technical problems in person, via telephone, or electronically. You will assist in administering and maintaining internal PCs and corresponding software, ensuring customer value is maintained to the company's standards.

Requirements

1-2 years applicable industry experience preferred.
Experience with the following but not limited to: Microsoft M365 product suite, Active Directory, Windows Operating Systems, Citrix, basic hardware troubleshooting.
Valid Nebraska Driver’s license.
A+ Certifications or a degree in the field of employment

Nice To Haves

Analytical and detailed oriented
Effective communicator and listener
Advanced troubleshooting and multi-tasking skills
Independent with good judgment
Customer service focused

Responsibilities

Respond to in-house user inquiries regarding computer software and/or hardware operation to resolve problems.
Track, route, and monitor open tickets to ensure timely resolution.
Collaborate within a team environment and escalate unresolved issues to appropriate technical teams.
Perform minor repairs to hardware, and peripheral equipment or replace them as directed.
Set up equipment for employee use, ensuring proper installation and cable management.
Follow up with customers, communicate effectively, and see problems through to the resolution.
Utilize excellent customer service skills and exceed customers’ expectations daily.
Comply with bank policies, procedures and strategies to provide efficient and effective service.
Manage new employee creation in various systems and handle changes and transfers of employees.
Provide on-call support for internal employees after hours on a rotational schedule.
Demonstrate technical understanding and intellectual curiosity to expand knowledge regularly.
Understand and adhere to all bank policies, laws and regulations applicable to their role.
Complete compliance training; follow internal processes and controls as required.
Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
Regular and reliable attendance is an essential function of this position.
Perform other job-related duties or special projects as assigned.