IT Service Desk I

Location

Boise, ID (onsite)

Salary

USD 20 - 25 per hourly

Responsibilities

• Provide assistance to users in operating core banking applications, standard software, Windows OS, the Microsoft Office suite, and other related banking business solutions.
• Receive and assess requests from phone, voicemail, email, and the self-service portal, prioritizing as needed.
• Maintain the technical support software by identifying trends and recording precise details to support incident management and improve IT processes through reliable reporting.
• Develop and refresh documentation on established Technical Support procedures, problem resolution steps, and escalation pathways.
• Provide recommendations to management on updates and changes required.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Install, configure, diagnose, and resolve incidents related to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Apply diagnostic techniques to identify problems, investigate causes, and propose solutions for common failures using remote access tools.
• Install and configure computers and laptops following standard processes and tools.
• Escalate complex problems to higher levels of expertise within the organization.
• Follow the Bank’s Information Security policies to ensure secure handling of confidential and proprietary information.
• Maintain client privacy and confidentiality, avoiding real or perceived conflicts of interest.
• Complete and pass all assigned eLearning courses and certifications as required.
• Adhere to bank policies and procedures designed to comply with federal regulations, including the Bank Secrecy Act, USA Patriot Act, and OFAC regulations; ensure timely preparation of Currency Transaction Reports, Suspicious Activity Reports, and other recordkeeping requirements.
• Perform other duties as assigned.

Requirements

• Minimum of one year of IT related Help Desk experience.
• High school diploma or GED, or the equivalent in vocational training; a college degree in information technology is preferred.
• Hands-on experience in a personal computer network environment.
• Solid working knowledge of Windows Operating Systems, Microsoft Office, Active Directory, and system management tools. Proficient with MS Office Suite, Enterprise Networks, banking computer systems, and printer troubleshooting in a networked environment.
• Strong customer service skills with the ability to communicate technical information to both technical and non-technical staff.
• Strong research, analytical, problem-solving, and troubleshooting skills; able to manage time efficiently and work under pressure.
• Good understanding of computer hardware concepts and related terminology; able to log tickets effectively in call tracking software.
• Basic understanding of accounting/record keeping; bank experience is preferred.

Technologies

• Windows Operating Systems
• Microsoft Office / MS Office Suite
• Active Directory
• System management tools
• Enterprise Networks
• Banking computer system
• LANs
• WANs
• Remote access
• VPNs

Benefits

• Paid time off for vacation, sick days and holidays
• Health insurance
• Stock options
• Bonus programs
• 401(k) plan
• Paid Parental Leave
• Life and AD&D insurance
• Long-term disability
• Tuition Reimbursement
• Employee assistance programs
• Pre-tax health and dependent-care spending plans

EEO Statement

- We are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military and/or veteran status, or disability in accordance with Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which re