TowneBank Mortgage - On-site Service Desk Specialist I

Towne Family of Companies•Norfolk, VA

1d•Onsite

About The Position

The Service Desk Specialist plays a vital role in delivering exceptional technical support and ensuring seamless technology experience for employees across the organization. This hands-on position is responsible for supporting, maintaining, and optimizing end-user devices, including laptops, desktops, printers, and business applications. This position is also responsible for troubleshooting and resolving hardware and software issues, performing installations and upgrades, and proactively maintaining technology assets to maximize performance and reliability. The Service Desk Specialist serves as a trusted technical resource, helping employees stay productive while contributing to a stable, efficient, and secure IT environment.

Requirements

Is a team player who can also work independently
Is able to interact effectively and professionally with all employees, staff and service providers and have a team player attitude
Are flexible with work hours as business needs arise
Has working knowledge of Operating Systems - Windows 11, Microsoft Office 365, and Mac OS
Has proven ability to troubleshoot complex issues as they relate to Microsoft Desktop Operating Systems
Has at least 3 years and/or equivalent experience in an IT support position (technical help desk/support center, end-user training, etc.) with at least 2 years in a formal help desk organization
Has excellent oral and written communication skills
Has excellent listening and troubleshooting skills
Is committed to consistently providing superior customer service
Has the ability to multi-task and prioritize work
Has a thorough understanding of PC hardware and OS architecture
Has proven proficiency in using and supporting Microsoft Office products
Has experience using various types of remote control and call-tracking support tools
Is committed to continuous learning and staying current with emerging technologies
Is able to lift a minimum of 40lbs, which will be required for moving various types of hardware (laptops, desktops, monitors, etc.)

Responsibilities

Using automated tools to image workstations to departmental specifications
Installing any client software or applications as needed
Tracking and managing service tickets according to established SLAs
Physically moving each completed system to the assigned office location
Migration of user data, settings and applications from old hardware to new hardware
Assisting with the migration and integration of newly acquired companies into the organization
Verifying that users have access to any network resources as required
Providing basic instruction to users as needed
Removing and retiring old systems as required
Providing updates for inventory controls
Providing antivirus management and support
Installing, upgrading and troubleshooting all computer hardware and software
Maintaining vendor relationships for continuous and accurate support of services
Collaborating with other departments to resolve complex issues
Setting up and testing workstations, peripherals, and printers for Windows and/or MAC environments
Performing onsite analysis, diagnosis, and resolution of complex desktop problems for end users
Recommending and implementing corrective solutions, including offsite repair for remote users
Implementation of performance upgrades to computers, including the installation of CPUs, I/O and NIC modules, hard drives, RAM, etc.
Updating and maintaining an inventory of all computers, monitors, keyboards, hard drives, modems, network cards, and other components and equipment
Accurately documenting instances of desktop equipment or component failure, repair, installation, and removal
Logging all hours in time tracking system in order to assess workflow process
Performing other duties as assigned
Obey all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML) including the Bank Secrecy Act (BSA).