IT Help Desk Specialist

The First National Bank in Sioux Falls•Sioux Falls, SD

8d•Onsite

About The Position

The Help Desk Specialist provides first-level technical support by receiving, troubleshooting, and resolving service desk calls and issues. This role partners with second-level support to escalate and resolve more complex technical issues and assists with building and maintaining the IT knowledge base. The Help Desk Specialist is also responsible for building and deploying PCs, printers, and peripheral equipment, including hardware setup and maintaining accurate inventory and related documentation.

Requirements

Secondary education in Computer Science or related field preferred.
One or more years of relevant work experience in IT or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.
Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Demonstrate ability to be creative in deploying problem-solving skills.
Solution-oriented.
Ability to conduct relationships in a manner that ensures cooperation and positive results.
Demonstrate self-starter qualities and effectively manage and prioritize multiple tasks to meet deadlines.
Ability to adapt to the needs of the organization and teammates.

Responsibilities

Aiding teammates and the wider organization with technology-related issues.
Provide answers to users by identifying problems, researching answers, and guiding users through corrective steps.
Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
Determine the best solution based on the issue and details provided by teammates.
Conduct and participate in training sessions for new and existing teammates.
Log all calls, troubleshoots with teammates, takes necessary steps to resolve the issue and helps in the coordination and completion of unfinished calls using other resources.
Use various software tools to proactively work with teammates to address issues and solve concerns.
Record events and problems and their resolution in logs.
Respond to teammate issues via phone, email, and computer chat in an appropriate and timely manner.
Provide feedback on processes and make recommendations on areas of improvement, including analyzing and identifying trends in issue reporting and devising and recommending preventive solutions.
Responsible for ensuring an FNBSF’s assets are accounted for, deployed, maintained, upgraded, and disposed of properly.
Install, make changes, and repair computer hardware and software.
Responsible for new hire and existing user hardware setup including laptops, tablets, and all peripherals.
Implement, troubleshoot, and process end-of-life disposal of network printers.
Responsible for maintaining and enhancement of various infrastructure hardware.
Log and maintain computer hardware assets in asset management system.
Maintain technical documentation on installation of software, configuration of hardware, and problem troubleshooting.