Helpdesk Specialist

The Union Bank • Columbus Grove, OH

85d

About The Position

We want U to be part of our team! Join a Community That Cares - Grow Your Career at The Union Bank Company! We are currently searching for a Helpdesk Specialist to work onsite at our Operations Center in Columbus Grove, OH! Under the direction of the IT Manager, the Helpdesk Specialist provides support for the bank's various software and hardware and provides user training. This includes the responsibility to respond to problem calls and to diagnose and repair systems. Serves as a liaison between bank and third-party IT services.

Requirements

• Require a high school degree and 1-2 years' experience in a related position or an associate's degree.
• Must be able to lift 50 pounds.
• Proficiency in English.
• Willingness to learn.

Nice To Haves

• Prefer banking experience and working with Fiserv Premier programs.

Responsibilities

• Provide first-line support for hardware and software issues.
• Troubleshoot and resolve technical problems via phone, email, or in person.
• Assist with network connectivity issues and peripheral devices (printers, scanners, etc.).
• Help users with software installations, configurations, and updates.
• Guide users through troubleshooting steps for common problems.
• Educate users on best practices for using technology and maintaining security.
• Log, track, and manage support tickets using a ticketing system.
• Prioritize and escalate issues based on urgency and impact.
• Follow up with users to ensure issues are resolved to their satisfaction.
• Monitor system performance and health to identify potential issues.
• Perform routine maintenance tasks such as software updates and patches.
• Ensure backups are performed regularly and restore data if necessary.
• Document common problems and their solutions in a knowledge base.
• Create and update user guides and technical documentation.
• Maintain accurate records of user interactions and issue resolutions.
• Install, configure, and maintain computer hardware and software.
• Manage inventory of IT assets and ensure proper disposal of obsolete equipment.
• Assist with the deployment of new technology and upgrades.
• Implement and enforce IT security policies and procedures.
• Monitor for and respond to security incidents or breaches.
• Assist users with password resets and account lockouts, ensuring adherence to security protocols.
• Communicate effectively with users to understand their issues and explain solutions.
• Provide status updates and progress reports to users and IT management.
• Coordinate with other IT staff or departments as needed to resolve complex issues.
• Provide training to users on new technologies or updates.
• Develop and deliver presentations or workshops on IT best practices.
• Gather user feedback to improve IT support processes and services.
• Stay updated on the latest technology trends and best practices.
• Participate in ongoing training and professional development opportunities.

Benefits

• Medical, Dental, Vision Insurance
• Employee Stock Ownership Plan (w/ company match)
• Paid Time Off (in addition to 10 paid holidays, 1 floating holiday, & birthday)
• Tuition Reimbursement
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED