IT Help Desk Technician-Tier 1 Job at Bank of Bird-in-Hand
The Bank of Bird-in-Hand has an exciting opportunity for a IT Help Desk Technician-Tier 1.
Note: This is not a fully remote position. Ability to work in office is a must.
Voted as one of the Best Places to Work 2022 by Central Penn Business Journal, come join a company culture of community and fellowship!
We offer a rich benefit package that includes 90% employer paid medical coverage for the employee, 100% employer paid long-term disability, affordable dental, vision, short-term disability, 1x annual salary for life insurance, and 401(k) with up to 4% company match. We have a generous PTO program, Tuition Reimbursement, Volunteer hours, and an Employee Assistance Program.
Help Desk Technician-Tier 1
General Responsibilities:
Responsible for responding to end users on the phone, email, in-person, or remote access. The IT Help Desk Technician offers technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
Responsible for responding to end users on the phone, email, in-person, or remote access. The IT Help Desk Technician offers technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
Duties and Responsibilities:
- Serve as the first contact with employees who need technical assistance.
- Respond to queries via phone, email, and/or chat.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Manage help desk tickets in a timely manner.
- Escalate issues to the next support tier as required.
- Open/escalate/manage support requests with information technology vendors as required to attain resolutions.
- Follow-up with employees to ensure issues are resolved.
- Solicit feedback from end-users regarding support and computer usage.
- Review support requests to identify patterns so a resolution can be identified and/or documentation created to provide support guidelines.
- Provide new employee orientation related to information technology.
- Assist in the development and maintenance of training documentation.
- Assist in the maintenance of departmental procedures, standards, and guidelines.
- Maintain hardware inventory throughout the asset’s lifecycle – procurement to disposal.
- Review daily, weekly, and monthly activity and performance reports. Create help desk tickets for identified issues and escalate issue as necessary.
- Assist with computer hardware installations, modifications, and repairs as assigned.
- Assist with other project and tasks as assigned.
- Provide feedback on processes and make recommendations on areas to improve.
- Provides support in complement to the Bank’s Information Technology Department personnel.
- Travel to the Bank locations to support the information technology environment and end-users as needed.
- Coordinate specific work tasks within the IT Department as well as with other departments to ensure the smooth and efficient flow of information.
- Communicate with the Information Technology Manager, , other managers and supervisors, and appropriate staff personnel to integrate activities.
- Maintain quality service by establishing and enforcing organizational standards.
- Assists with a broad range of projects and duties as assigned.
- Maintain awareness of Bank product and service offerings.
- Respond to inquiries relating to his/her area and to requests from other Bank personnel, customers, etc within given time frames and established policy.
- Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.
- Comply with all Bank policies and local, state, and federal laws.
Qualifications:
• Associates Degree in Computer Science or related field of study preferred; or equivalent related work experience and/or training. • Minimum of 2 years of experience in related positions normally required.
- Proficient knowledge of information technology functions including workstation, laptop and mobile devices, peripherals, operating systems, local area and wide area network concepts, and wireless networking.
- Proficient knowledge of Microsoft Windows and Microsoft Office.
- Experience with Banking software applications and procedures is a plus.
- Aptitude to learn new technology.
- Ability to maintain confidentiality of sensitive data/information.
- Proficient analytical and research skills.
- Excellent reading, writing, grammar, and mathematics skills.
- Proficient interpersonal relations and communicative skills.
- Ability to function in a financial environment and utilize standard office equipment including but not limited to, fax, copier, telephone, etc.
- Valid driver’s license.
- Reliable transportation.
- Authorization to work in the United States.
- Ability to read, write, and speak using the English Language.
PHYSICAL/MENTAL REQUIREMENTS:
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Activity
1. Climbing: Ability to climb stairs
2. Stooping: Bending body downward and forward by bending spine at the waist.
3. Kneeling. Bending legs at knee to come to a rest on knee or knees.
4. Crouching. Bending the body downward and forward by bending leg(s) and spine.
5. Reaching. Extending hand(s) and arm(s) in any direction.
6. Standing. 15%-25% of sustained periods of time.
7. Sitting: 75%-85% of sustained periods of time
8. Walking. Moving about on foot to accomplish tasks
9. Raising objects from a lower to a higher position or moving objects horizontally from position-to position.
10. Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Manipulating a keyboard
11. Grasping. Applying pressure to an object with the fingers and palm.
12. Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
13. Talking. Expressing or exchanging ideas by means of the spoken word. Ability to speak to other employees and customers on the telephone and in person.
14. Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. Ability to hear other employees and customers on the telephone and in person.
15. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
16. Body and motor skills sufficient to enable the incumbent to move from one office location to another
17. Digital dexterity and eye/hand coordination in the operation of office equipment
18. Pushing. Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
19. Pulling. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
Physical Requirements
Light work. Exerting up to 30 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Light to moderate lifting and carrying of coin, supplies, files, etc.
Visual Acuity
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; reading. The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
Mental
1. Capable of learning to use typical office equipment
2. Performing simple to moderately complex mathematical calculations
Conditions
Typical office setting
The Bank of Bird-in-Hand provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
Please Note :
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