The IT Help Desk Support Specialist is the first point of contact for IT needs. These will encompass basic troubleshooting, supporting company software, knowledgebase article creation, and working on other IT projects assigned.
Respond to help desk tickets, answer support calls/chats, and assist employees through email
Assist with supporting company software (ex. Office 365, Encompass, Entra)
Use company-created tools and documentation to resolve common problems
Research, test, implement, and document solutions to new issues
Use company provided remote support software to troubleshoot and resolve computer issues
Assist with monitoring and managing company services
Maintain and improve 'all things' IT in Corporate office to provide increased efficiency
Train employees and create and maintain documentation and training materials (ex. how to use Outlook, OneDrive, features of phones, etc.)
Conduct employee training when necessary through on-site or remote means
Setup and deploy new computers
Setup and deploy new phones with company phone system
Mail equipment to employees working from their homes
Additional duties as assigned, given adequate guidance and resources
Minimum of 3 years combined IT Help Desk, PC Repair, or customer service experience
High school diploma, or equivalent education and experience; college degree preferred
Highly motivated, ambitious, and driven to succeed
Trustworthy, honest, and displays a high-level of integrity
Able to work effectively
Strong attention to detail and accuracy
Effective written and verbal communication skills
Able to identify and resolve problems in a timely manner
Able to understand and respond appropriately to basic inquiries
Able to read, write, and communicate using the English language sufficiently to perform job functions
Able to multi-task
Works well under general light supervision
Able to handle and meet deadlines
Compliance with all Bank Secrecy Act (BSA), Anti-Money Laundering (AML) laws, and Office of Foreign Asset Controls (OFAC) requirements is required. Employee must complete annual training in these areas