IT Helpdesk Support Specialist (Tupelo)

First National Bank Of Pennsylvania • Oxford, MS

88d

About The Position

The IT Help Desk Support Specialist at FNB Oxford Bank is responsible for offering support and technical assistance to co-workers and customers who are using software, hardware, or other computer systems. This role involves troubleshooting problems through diagnostic tests and remote access to users' computers. The specialist serves as the first point of contact for users seeking technical assistance in-person, over the phone, and through a ticketing system or email. The position requires performing remote troubleshooting, determining the best solutions based on user issues, and ensuring full resolution of problems. Additional responsibilities include recording events and resolutions in ticketing logs, training users on troubleshooting, and installing or configuring personal computer systems within the organization.

Requirements

• Excellent communication skills - oral and written for dealing with employees, customers, regulators, and vendors.
• Analytical ability; superior organization and planning skills; detail-oriented.
• Knowledge of bank policies and procedures/ Banking laws and regulations.
• Working technical knowledge of network and PC operating systems.
• Working technical knowledge of current network protocols and standards.
• Associate's degree in Computer Networking or Programming or related field OR previous work experience in end-user support position(s).
• Hands-on hardware and software troubleshooting experience required.
• Experience with a financial institution is recommended, but not required.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance in-person, over the phone, and through ticketing system or email.
• Perform remote troubleshooting through diagnostic techniques and questioning.
• Determine the best solution based on the issue and details provided by user.
• Walk the user through the problem-resolution process.
• Direct unresolved issues to the next level of support personnel.
• Follow up with users to ensure full resolution of issues.
• Provide accurate information on IT programs.
• Record events, problems and their resolution in ticketing logs.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Train other users on troubleshooting and diagnosing problems for future resolution.
• Run reports to analyze common complaints and problems.
• Install or change software to fix issues.
• Set up, relocate, install, and configure personal computer systems within organization for users.
• Establish user access to various devices and programs in accordance with bank guidelines and procedures.
• Maintain regular and reliable attendance.
• Perform other duties as assigned by supervisory personnel.

Benefits

• Equal Opportunity Employer
• VEVRAA Federal Contractor

What This Job Offers

• Job Type: Full-time
• Industry: Monetary Authorities-Central Bank
• Education Level: Associate degree