This position answers, troubleshoots, and logs incoming calls to the IT Department regarding both hardware and software from internal employees and ensures the continued integrity of the Bank’s information resources. The expectation of the Level I is the ability to take on small tasks and collaborate into the larger efforts of work with a team. Senior team members will provide guidance and mentoring on the process and tools. The most important aspects of this role are learning the domain, embracing feedback and continuously improving.
Primary Duties:
- Serve as primary resource for handling internal employee incidents and requests for the Information Technology department.
- Staffs the service desk phone queue and monitors all incoming tickets in the service management tool.
- Provide all types of hardware and software support remotely for computers, printers and all other attached peripheral devices.
- Resolves incidents and requests in one call. Captures detailed information regarding the incident or request when unable to resolve and escalates to appropriate IT teams.
- Follows service desk policies, procedures, and knowledge articles to resolve incidents and requests.
- Makes recommendations to optimize service desk policies, procedures, and knowledge articles.
- Complete small tasks with coaching and/or teaching, and collaborate with a team on larger efforts of work, following departmental procedures.
- Be receptive to guidance and mentoring from senior team members on processes and tools.
- Be responsible for learning the domain, embracing feedback, and continuously improving.
- Work flexible hours including rotating shifts to meet end user support needs, to include after hours and weekends as needed.
- Provide on call support on a rotating basis in the evenings and weekends, as needed.
- Know by name and face as many customers and employees as possible, calling them by name as often as possible.
- Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
- Know, understand, and live the company values and bottom line.
- Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
- All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
- Prompt and reliable attendance.
- Perform other duties as assigned.
Job Skills Required:
- Information Technology education or at least 1-year experience in Information Technology. Customer Service/call center or banking experience a plus.
- Knowledge of Microsoft client-based products (e.g. Windows 10, Office 2016), antivirus, active directory, file, and print servers.
- Understanding PCs, printers, and peripherals
- Understanding of Citrix and vmWare a plus.
- Ability to analyze problems and respond quickly in a demanding environment.
- Ability to solve internal employee IT incidents remotely utilizing remote assistance tools.
- Ability to work unsupervised and complete assigned tasks.
- Flexibility to work weekends and/or off hours as necessary to meet clients’ needs.