Summary

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Performance Measures:

Key end results to support the position’s effectiveness include: level of quality work provided to the bank and its employee’s, utilization of resources available to accomplish objectives, timely resolution of user issues and reliability of systems supported.

Job Duties:

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Prioritize and schedule problems.

Escalate problems (when required) to the appropriately experienced technician.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

Install needed software for users throughout the organization.

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Provide technical support of information systems and telecommunication systems as needed.

Experience/Skills and Educational Requirements:

College diploma or university degree in the field of computer science and/or 1-3 years equivalent work experience.

Knowledge of basic computer hardware.

Experience with desktop and server operating systems.

Working knowledge of a range of diagnostic utilities.

Good understanding of the organization’s goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Highly self motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.

Physical and Mental Requirements:

Sitting for extended periods of time.

Occasional evening and weekend work to meet deadlines.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Must have a valid driver’s license and be able to operate a vehicle.

Travel to remote offices is required.