Help Desk Technician I

Support and troubleshoot end users by handling Tier 1 requests and providing remote Tier 2 assistance for banking and IT issues.

Responsibilities

• Monitor and triage incoming support requests through phone and the ticketing system.
• Create tickets for requests received by phone, route them to the appropriate queues, and respond quickly and effectively.
• Document troubleshooting and resolutions in line with Help Desk system processes.
• Resolve, route, or escalate issues promptly based on established workflows for Help Desk handling.
• Deliver Tier 1 support for Information Technology and Banking Systems issues, including troubleshooting and step-by-step user guidance for application functionality and features.
• Provide Tier 2 remote support for Banking Systems issues and for Information Technology issues that can be handled remotely.
• Research and implement fixes for newly identified issues, either through self-assignment or escalation to the next level support (internal or vendor) when needed.
• Maintain problem and solution documentation by creating and managing support knowledgebase content.
• Perform other duties as assigned.

Requirements

• Provide excellent customer service consistent with Service with HEART to both internal and external customers.
• Maintain confidentiality of customer and bank information at all times.
• Comply with all internal controls and established bank policies and procedures.
• Use working knowledge of bank products and services to help ensure customer needs are consistently met.
• Be able to represent the Bank at community events and in civic organizations.
• Equivalent of four years in high school plus specialized training (night, trade extension, or correspondence school) totaling the equivalent of two years of college.
• 12 to 18 months of related experience and/or training.
• Knowledge of a specialized field such as basic accounting or computer-related training (as acquired).
• Minimum experience requirement: 1 year.

Role Scope

• Provide day-to-day operational support to end users across hardware, software, account permissions, networking, and user troubleshooting.
• Handle Tier 1 support and provide Tier 2 remote support for Banking Systems and Information Technology issues.