IT Helpdesk Technician
About The Position
The IT Helpdesk Technician provides computing and communication support to internal employees and manages mobile phones, asset tracking, request tracking, and reporting. The role serves as the initial contact for technical requests, troubleshoots issues onsite or through remote access, and communicates with users throughout the resolution process. It also involves maintaining user accounts and records, configuring and installing equipment, supporting mobile users, administering enterprise software, managing supplies and vendor repairs, and updating an internal knowledgebase. The position is based at the Bank of Marin corporate office in Novato, with frequent workday travel to other bank locations.
Requirements
- At least 1 year of related experience and/or training; the posting also specifies 1–2 years of computer support experience or a two-year degree, or an equivalent combination of education, experience, and/or training.
- Associate’s degree (A.A.) or equivalent from a two-year college or technical school, or an equivalent combination of education, experience, and/or training.
- Excellent verbal and written communication, organizational, and collaborative problem-solving skills.
- Strong customer service skills for supporting users with minimal technical knowledge.
- Demonstrated analytical and problem-solving ability.
- Full understanding of desktop, printer, and scanner hardware.
- Basic understanding of computer hardware and software interrelationships and Local Area and Wide Area Networks; familiarity with network switches and network hardware.
- Basic understanding of and experience with Active Directory, including its structure.
- Ability to carry up to 50 pounds.
- Ability to travel frequently during the workday to various bank locations.
Nice To Haves
- Three years of computer support experience is desired; the posting also prefers 3–5 years of professional experience.
- CompTIA A+ Certification preferred.
- Working knowledge of Microsoft Office Suite and O365 preferred.
Responsibilities
- Represent the bank in a positive, courteous, friendly, and professional manner when communicating with internal clients by phone, email, or other methods.
- Serve as the first point of contact for phone and email requests related to computing and communication systems, and provide ongoing communication to IT customers about reported issues.
- Respond to employee inquiries and troubleshoot application, phone, printer, scanner, and computer problems onsite or through remote access.
- Maintain Active Directory accounts, including creating and deleting accounts, resetting passwords, and performing account administration.
- Track helpdesk tickets, calls, sessions, emails, and issue resolutions.
- Escalate complex problems to appropriate resources, including third-party vendors, and track progress through timely resolution.
- Configure, image, and install new or replacement Windows-based PCs, laptops, and network printers.
- Provide support to mobile users.
- Administer enterprise software users as permitted by IT management.
- Maintain inventory of supplies such as toner and peripherals, and contact hardware vendors regarding warranty replacement or repair.
- Maintain and update an internal knowledgebase of resolutions to reported problems.
- Provide technical solutions to improve workflow.
- Work productively and safely while maintaining quality; perform additional duties as assigned.
Benefits
- Comprehensive health care coverage.
- Retirement savings plan with employer matching opportunity.
- Bank-paid employee stock ownership plan.
- Tuition reimbursement.
- Employee volunteer program.
- Incentive compensation eligibility, varying by role.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
