Townebank Mortgage - On-Site Service Desk Specialist I

TowneBank has a culture that:

• Has a commitment to exquisite service for our members that will lead to our ability to create a reasonable rate of return for our shareholders, a bright future for our dedicated bankers, and a leadership role for our bank in promoting the social, cultural, and economic well-being of our community.
• Embraces our hometown banking philosophy, where our family members, directors and employees are active volunteers, serving on numerous boards and donating their time and talents to local organizations.

Primary Purpose:

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.

The good-faith compensation range for this role is expected to be $50,000 to $65,000 per year, based on the role, market, internal equity, and candidate qualifications.

Essential 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).

Minimum Required Skills & Competencies:

• 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.)

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
• Not substantially exposed to adverse environmental conditions
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

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