IT Help Desk

Description

GENERAL DESCRIPTION:

The IT Help Desk Specialist plays a crucial role in providing technical support and assistance to bank employees and customers, ensuring smooth and efficient technology operations within the bank. This position requires a strong understanding of various banking systems, hardware, software and network infrastructure. The IT Help Desk Specialist will be responsible for resolving IT-related issues promptly, maintaining IT equipment, and offering exceptional customer service to internal staff and clients. 

ESSENTIAL FUNCTIONS OF JOB:

Technical Support:

1. Provide timely and effective technical support to bank employees and customers via various communication channels, including phone, email, chat or in-person.

2. Troubleshoot and resolve hardware and software problems, ensuring minimal downtime and disruption to business operations. 

User Account Management:

1. Create and manage user accounts for employees, ensuring appropriate access levels are granted, based on job roles and security requirements. 

2. Reset passwords and assist users in regaining access to their accounts. 

Incident Management:

1. Log, track, and prioritize IT support requests using the bank’s ticketing system.

2. Escalate complex or critical issues to the appropriate IT teams for further investigation and resolution. 

Software Support:

1. Install, update, and configure software applications on employee’s workstations.

2. Offer guidance and training to end-users on using software effectively. 

Hardware Management:

1. Perform regular maintenance, upgrades, and repairs on computer hardware, printers, scanners and other peripherals.

2. Coordinate with vendors for hardware warranty repairs or replacements as needed. 

Network Support:

1. Assist with network connectivity issues, including Wi-Fi setup, troubleshooting, and security configurations.

Documentation:

1. Maintain accurate records of IT support activities, technical documentation and troubleshooting procedures. 

2. Contribute to the knowledge base to improve issue resolution efficiency. 

IT Security:

1. Adhere to bank’s IT security policies and procedures to safeguard data and systems.

2. Educate end-users about best practices for IT security and data protection. 

Technology Improvement:

1. Stay up to date with emerging technologies and IT industry trends to propose improvements for the bank’s IT infrastructure. 

Customer Service:

1. Exhibit a customer-centric approach, ensuring that every interaction is handled professionally and with a high level of empathy and understanding. 

Purchasing: 

1. Managing purchase orders, overseeing shipping schedules, and maintaining purchasing work order process.

2. Monitor stock levels and identify purchasing needs.

3. Track orders and ensure timely delivery.

Requirements

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

While performing the essential functions of this job, this position is frequently required to sit, stand, talk or hear; use hands to feel and frequently are required to reach with their hands and arms and occasionally stand, walk, climb or balance; may occasionally lift, move, push or pull up to 100 pounds and frequently lift/move up to 25 pounds. Specific vision abilities required by this job include close vision. This is an indoor position and the noise level in the work area is usually moderate. The employee may occasionally be exposed to risk of electrical shock.

REQUIRED EDUCATION and EXPERIENCE:

1. Associate’s degree in Computer Science, Information Technology or related field (or equivalent work experience).

2. Prior experience in an IT support or help desk role, preferably in the banking or financial industry. 

3. Strong knowledge of banking applications, core banking systems and financial software. 

4. Familiarity with network protocols, hardware components and operating systems (Windows, macOS, etc.).

5. Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar would be an advantage. 

REPORTING RELATIONSHIP:

This position reports directly to the IT Officer Manager who reports directly to the IT Director. The IT Director reports directly to the Chief Technology Officer who reports directly to the EVP/Operations. The EVP/Operations reports directly to the President of American National Bank & Trust who reports directly to the CEO of American National Bank & Trust.

DISCLAIMER:

This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization. This document in no way constitutes an offer of employment or a contract of employment.  ANB&T reserves the right to modify job descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice.