RESOURCE BANK
Desktop Support
Position Summary:
This position reports to the Chief Information Technology Officer and performs system and support of all data and voice systems to support the processing of all bank functions. Duties include a variety of tasks with technical difficulties ranging from entry level PC support to system administration. User or device support may be conducted in person, via telephone, or from remote location. This position will provide assistance concerning the use of voice, computer hardware, and software, including printing, installation, word processing, electronic mail, applications, and operating systems.To perform effectively in this role, the IT Help Desk must have demonstrated previous experience or knowledge in isolating hardware and software issues, training computer users, and troubleshooting problems with computers and other office equipment.
Essential Functions:
- Provide end user support for all data and voice systems, maintaining friendly communication.
- Enter, track, work, and document all helpdesk tickets.
- Enter, track, and work MACD tickets and forms in a timely manner.
- Install and/or repair hardware, software, and peripheral equipment, following manufacturer design, installation specifications, and prescribed procedures.
- Responsible for new user and computer setup and configurations.
- Responsible for maintaining all software licensing and hardware asset inventories, including all computers, phones, tablets, servers, network equipment, mobile devices, printer equipment, and all other expensive data processing equipment.
- Responsible for addressing vulnerabilities or other security matters on all desktops and mobile devices.
- Responsible for setup and support of Bank’s mobile devices, including provisioning and de-provisioning phones in the Mobile Device Management system, Google Zero Touch, and Apple business manager.
- Responsible for maintaining standard computer images for desktop and laptop refreshes.
- Responsible for maintaining approved software including operating system and application patches on all desktops and mobile devices.
- Maintain working knowledge of Network Infrastructure and Design. Including but not limited to all LAN/WAN infrastructure and ISP connections.
- Adhere to guidelines established in bank policies and follow defined procedures is required.
- Other duties as assigned.
Skills and Abilities:
- Troubleshooting - Determining causes of operating errors and deciding what to do about it.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Speaking - Talking to others to convey information effectively.
Competencies:
- Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
- Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Written Comprehension - The ability to read and understand information and ideas presented in writing.
- Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
- Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Working Conditions:
The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel will be required to receive training and attend meetings. Incumbents will be required to drive to each bank facility as needed for set-up and implantation of new systems or upgrades. Evenings and weekend work will be required based upon the workload. A rotation of weekend on-call duty is required.
Experience and Education:
Knowledge of computer and application, Active Directory, and Office 365 functionality required. Experience as a helpdesk technician and CompTIA A+ certification preferred.
The position of Desktop Support has three different levels: Desktop Support I, II, III. The position level is primarily determined by the following categories:
- Years of experience and expertise
- Education level
- Certifications
- Complexity of projects managed
- # of projects managed
This list is not intended to be all inclusive but is describing the major criteria in determining one’s level of position.
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