Help Desk Technician I

As a Help Desk Technician Tier I, you will be the first point of contact for users facing technical issues. Your role is crucial in maintaining the bank's efficient and secure operations. You will be responsible for troubleshooting and resolving basic technical problems, ensuring a seamless user experience. This role requires strong communication skills, a proactive approach, and a solid understanding of monitoring tools and administrative procedures.

Compensation

The hourly pay range for this role is $20.19 - $24.52; commensurate with experience

Work Schedule

Tuesday - Saturday 2:00 pm - 11:00pm (shifts may vary)

Responsibilities

• Answer incoming calls and provide timely and accurate technical support to users.
• Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
• Document all support interactions and maintain accurate records for future reference.
• Monitor system performance and identify potential issues or bottlenecks.
• Collaborate with other IT teams to ensure smooth operations and efficient issue resolution.
• Follow established procedures and guidelines to maintain data security and confidentiality.
• Stay updated with the latest technology trends and best practices in the industry.
• Provide feedback and suggestions for process improvements to enhance overall support efficiency.
• Assist in the implementation and testing of new systems and software updates.
• Ensure a positive and professional user experience, maintaining a high level of customer satisfaction.

The ideal candidate will have:

• Associate’s Degree in a Computer Science or Technology discipline; or
• Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
• Equivalent work experience (e.g., at least 1 year in similar role) required.
• Able to handle confidential matters judiciously.
• Good time management skills and able to prioritize.
• Proficient in setup and user of Microsoft Office and Windows operating system.
• Familiarity with monitoring tools, task scheduling software, and administrative procedures.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Self-motivated and able to work independently with minimal supervision.
• Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Ability to prioritize tasks and manage multiple support cases simultaneously.
• Willingness to learn and adapt to new technologies and industry trends.
• A positive attitude and a customer-centric approach to providing support.