General Summary

The Information Technology Help Desk I will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. Contributes to the department's planning and development as a team member.

Statement Of Expectations

Community First Bank/HFG Trust expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:

Adhering to the Company's policies and supporting Management decisions and goals in a positive, professional manner.
Representing the Company with a high level of integrity and professionalism.
Maintaining knowledge and understanding of banking rules, regulations, laws, and all policies and procedures pertaining to them including but not limited to, the Bank Secrecy Act (BSA) Regulation E and Regulation CC.
Demonstrate a willingness to adapt to changing business needs and deadlines.
Possessing a work ethic that includes neatness and dependability.
Exhibiting a professional, business-like appearance and demeanor.

Essential Duties

Excellent problem-solving skills to diagnose, evaluate and resolve issues of typical to moderate problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
Responsible for documenting and resolving service tickets in a timely manner according to the SLA.
Develop checklists for typical problems and recommends procedures and controls for problem prevention.
Provide support for multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment.
Provide customers with personal, professional experience when requesting IT services and support, including reliability and efficiency from initial request to close-out.
Network wired and wireless support including switches, routers and hotspot configurations and support.
Provide support for all company banking and financial planning systems.
Provide support for Windows PC and iOS.
Provides training or individual assistance to users.
Establish, maintain, and execute standard operations procedures to leverage efficiencies and best practices.
Manage work and schedule to meet customer expectations within established service levels.

Education And Experience Requirements

Associate degree (A. A.) from an accredited college or university or technical school and one (1) year of operations support experience or equivalent combination of relevant experience and education.
CompTIA A+ Certification.
Computer literacy, MS server systems including Active Directory.

Knowledge, Skills And Abilities

Ability to organize projects, prioritize, and manage time with minimal supervision.
Excellent problem-solving skills.
Communicate effectively both written and verbal.
Working knowledge of operating systems and applications.
Work in fast paced environment with changing priorities.
Ability to exercise independent judgment and good reasoning skills.
Ability to pay critical level of attention to detail.
Ability to operate various office equipment, including fax machines, multi-line telephones, copiers, and computers.
Ability to drive personal car as required to service remote branches.
Ability to follow all applicable safety procedures and practices.

Work Conditions

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment

Work requires regular attendance, punctuality, and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, and/or extended hours, as needed.
Climate controlled office environment.
Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.

Physical

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management.
May be required to climb behind or under various office furniture for installation or repair of equipment.
Ability to lift, push, carry or pull materials and objects weighing up to 50 lbs.
Specific vision abilities required by this job include good visual acuity to read print and computer screens.
Must be able to work a variety of shifts including nights, evenings, and weekends.

1 Jobs in Kennewick, Washington, United States (US)

Help Desk I

Community First Bank | HFG Trust