Corp IT Service Desk Specialist

Corporate IT Service Desk Specialist

Position Title: Corporate IT Service Desk Specialist

Reports To: Corporate IT Service Desk Supervisor

Classification: Non-Exempt

Department: Information Technology

EEO Category: Professionals

Supervises: None

Location: Morton Main Springfield Robbins Albany

Status: Full Time

Job Summary

Responsibilities include assisting in the installation, maintenance, and general support of systems. Assisting users with questions or problems. May help perform system backups and recovery. Familiarity with standard concepts, practices, and procedures within the Information Technology field. Maintain a high level of security for end user computer devices, printers and installed software. Assist other IT department team members as needed. A certain degree of creativity and latitude is required.

Essential Duties & Responsibilities

IT Service Desk Specialist

Perform work related to service desk tickets and calls. All work being documented in the service desk application and completed within established SLAs.

Ensuring end user computer devices and printers are properly configured, stable and secure.

Install authorized and licensed software as needed and according to procedures.

Perform hardware upgrades as needed and according to procedures.

Perform operating system imaging as needed.

Assist other IT department team members as needed.

Perform on-site service calls to Bank branch locations to assist users, work with vendors or replace/upgrade equipment.

Keep all technology inventory up to date and accurate.

Maintain department procedures.

Other duties as assigned.

Supervisory Requirements

Personnel Management: This position has no supervisory responsibilities.

Process Management

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions. Medium exertion: exerting up to 50 pounds of force occasionally, and or up to 20 pounds of force frequently, and or up to 10 pounds of force constantly to move objects. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.

Work Environment

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Employees, who work 7 continuous hours or more, must take a 30 minute uninterrupted lunch break no later than 5 hours after beginning their work day Flexible work schedules, occasional early morning, evening and weekend work Reliable personal vehicle (car or truck), at which mileage will be paid, to transport equipment/documents securely and safely to the outlying locations.

Education and Qualifications

Essential: High school diploma or equivalent Excellent communication and customer service skills Understanding of how to triage and escalate technology issues Ability to diagnose problems and take appropriate corrective action when problems arise Ability to acc